Punk CX: Customer Experience Insights with Adrian Swinscoe The future of CX and agentic CX - Interview with Sid Banerjee of Medallia
Jun 9, 2025
Sid Banerjee, Chief Strategy Officer at Medallia and former CEO of Clarabridge, joins the discussion on the evolving landscape of customer experience. He shares insights on balancing AI and human touch in CX, the impact of large language models on service delivery, and the challenges brands face amid technological advancements. Banerjee also highlights innovative strategies from companies like Jaguar Land Rover. With humor and anecdotes, he emphasizes the importance of laughter and community in navigating tough times.
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Sid Banerjee's Comeback Story
- Sid Banerjee returned to Medallia after a gap year filled with travel and reflection on AI's impact on CX.
- He was persuaded by a call from Mark Bishop and the opportunity to lead AI-driven evolution at Medallia.
Omnichannel's AI-Driven Evolution
- Omnichannel CX is evolving but not disappearing; AI is the new headline over Omnichannel.
- Leading companies integrate AI on omnichannel platforms without necessarily labeling them omnichannel now.
Balance AI With Human Control
- Introduce AI by augmenting human agents with AI-suggested but human-approved responses.
- Maintain transparency and allow personalization to preserve trust and quality in CX interactions.