Vivek Kumar, Director of CX Innovations and Strategy at Oracle, shares his extensive expertise in CRM and generative AI. He discusses how generative AI is reshaping enterprise solutions, driving automation, and enhancing customer experiences. Vivek delves into the evolution of agentic workflows, revealing their role in optimizing decision-making. He addresses AI adoption challenges, emphasizing the importance of user experience and continuous learning. With insights on overcoming resistance and collaborating effectively, he inspires organizations to embrace AI’s transformative potential.