CX with SG: AI, Data and Customer Experience CX-CRM. Masterclass learning insights with SG
Sourajit Ghosh (SG)
65 episodes
3 days ago
This episode provides a deep look into the architecture and operating model of an agentic CRM environment. We examine how specialized agents—spanning sales assistance, lead generation, content creation, service escalation, and knowledge management—work together as an integrated system. Rather than replacing humans, these agents augment teams by handling coordination, prioritization, and execution at scale. The discussion highlights how explainability, governance, and orchestration ensure trus...
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This episode provides a deep look into the architecture and operating model of an agentic CRM environment. We examine how specialized agents—spanning sales assistance, lead generation, content creation, service escalation, and knowledge management—work together as an integrated system. Rather than replacing humans, these agents augment teams by handling coordination, prioritization, and execution at scale. The discussion highlights how explainability, governance, and orchestration ensure trus...
This episode positions agentic systems as foundational enterprise infrastructure. We explore how agency changes execution, governance, and scale. The discussion highlights why organizations must architect for agency deliberately. Listeners will gain a strategic view of autonomy as infrastructure. This episode ties together the agentic transformation narrative. Podcast Legal Disclaimer This podcast is a personal project, a hobby and is not affiliated with, endorsed by, or represen...
In this episode, we examine why brand trust today is earned through proof rather than promises. Marketing narratives alone are no longer sufficient—customers, regulators, and stakeholders demand evidence embedded in operations, data, and experience delivery. We discuss how organizations undermine brand equity when claims outpace execution and how credibility is built through transparency, consistency, and measurable outcomes. The conversation highlights how sustainability, ethics, and p...
This episode explores why fragmented CRM systems fail to deliver cohesive customer experiences and how business architecture provides a more durable solution. We discuss how disconnected tools, teams, and metrics create operational blind spots that undermine growth and trust. The conversation highlights how business architecture aligns strategy, processes, and execution across the customer lifecycle. Listeners will learn how shifting from tool-centric thinking to architecture-led design...
This episode explores the shift from attention-based digital models to an economy built on algorithmic trust. We discuss how influence, discovery, and decision-making increasingly occur through intelligent systems rather than direct human choice. The conversation highlights why trust, transparency, and credibility now determine visibility and success in algorithm-mediated environments. Listeners will gain insight into how organizations must adapt their strategies to remain relevant when...
This episode explores how integrated customer experiences drive exponential revenue growth. We discuss why disconnected touchpoints create friction, churn, and missed opportunities. The conversation highlights how alignment across sales, service, and product engagement unlocks compounding value. Listeners will learn how experience integration improves conversion, expansion, and loyalty simultaneously. This episode reframes CX as a revenue engine rather than a cost center. Podcast ...
This episode breaks down the seven foundational pillars that define effective customer experience in modern marketing ecosystems. We explore how data, orchestration, personalization, measurement, and governance work together to create consistent, scalable engagement. The discussion highlights why fragmented MarTech stacks fail to deliver value without architectural coherence. Listeners will gain a structured understanding of how CX maturity is built across people, process, and technolog...
This episode focuses on designing safety into autonomous systems from inception. We discuss determinism, constraint models, and formal safeguards. The conversation highlights why reactive controls are insufficient. Listeners will gain a deep understanding of proactive safety architecture. This episode is essential for regulated and high-risk environments. Podcast Legal Disclaimer This podcast is a personal project, a hobby and is not affiliated with, endorsed by, or representativ...
This episode examines what separates effective enterprise data strategies from costly, underperforming initiatives. We explore why data value emerges not from accumulation, but from alignment with decision-making, execution, and accountability. The discussion addresses common pitfalls such as siloed ownership, unclear governance, and misaligned incentives. Listeners will learn how to design data strategies that directly support business outcomes, enable trusted analytics, and scale resp...
This episode examines how automotive organizations unlock value by integrating customer, vehicle, and product data into a unified operating view. We explore why disconnected data systems limit personalization, service optimization, and lifecycle engagement. The discussion highlights how integrated data enables smarter ownership experiences, predictive service, and stronger brand relationships. Listeners will gain insight into how the automotive industry is evolving from transaction-driv...
This episode focuses on what it truly takes to build AI systems that enterprises can trust at scale. We walk through the full AI lifecycle—from design and development to deployment, monitoring, and continuous validation—highlighting why trust cannot be bolted on after the fact. The discussion explores how bias, drift, opacity, and unmanaged autonomy introduce systemic risk if left ungoverned. Listeners will gain clarity on how testing, observability, and accountability must be embedded ...
This episode provides a deep look into the architecture and operating model of an agentic CRM environment. We examine how specialized agents—spanning sales assistance, lead generation, content creation, service escalation, and knowledge management—work together as an integrated system. Rather than replacing humans, these agents augment teams by handling coordination, prioritization, and execution at scale. The discussion highlights how explainability, governance, and orchestration ensure trus...
In this episode, we explore how high-tech companies bring together fragmented data universes to drive smarter engagement and execution. We discuss why siloed product, usage, sales, and service data prevents organizations from seeing customers holistically. The conversation highlights how unified data architectures enable faster insights, coordinated actions, and better lifecycle management. Listeners will learn how integration becomes foundational to scalability in complex, fast-moving ...
In this episode, we discuss why AI can no longer be treated as a technology initiative or isolated innovation effort. Instead, AI strategy is enterprise transformation—reshaping operating models, governance, risk management, and leadership accountability. We explore the dangers of fragmented adoption, unmanaged autonomy, and disconnected data strategies, and why these failures often surface as compliance, reputational, or financial risk. The episode outlines what it means to embed AI in...
This episode focuses on the architectural foundations required to support AI-driven customer experience and CRM systems. We discuss how organizations move beyond point solutions to integrated architectures that support intelligence, governance, and continuous learning. The conversation highlights key design principles such as modularity, explainability, and operational resilience. Listeners will gain clarity on how architecture decisions directly influence customer outcomes, system trus...
This episode focuses on the role of advanced AI algorithms in reshaping CRM and customer experience strategies. We explore how predictive models, pattern recognition, and adaptive learning systems enable organizations to anticipate customer needs rather than simply react to them. The conversation covers how algorithms power personalization, churn prevention, next-best actions, and proactive service interventions. Listeners will learn why algorithmic intelligence is foundational to scala...
This episode explores why customer experience is often the missing link in post-merger integration. We discuss how fragmented systems, brands, and processes create confusion that undermines deal value. The conversation highlights how a CX blueprint aligns customer journeys, data, and execution across merged entities. Listeners will gain insight into how CX integration accelerates synergy realization, reduces churn, and builds trust during periods of disruption. This episode reframes M&a...
This episode explores how enterprises must rethink architecture in a world defined by massive data volumes, real-time decision-making, and continuous intelligence. We discuss why traditional system designs collapse under zettabyte-scale complexity and how modern architectures prioritize integration, governance, and adaptability. The conversation highlights the importance of architectural coherence across data, applications, and decision layers. Listeners will gain insight into how futur...
This episode examines how CRM and customer data platforms work together to create cohesive, intelligent experiences. We explore why treating these systems independently limits insight and execution. The discussion highlights how synchronization enables real-time personalization, operational alignment, and strategic clarity. Listeners will gain a practical understanding of how system synergy drives better outcomes across the customer lifecycle. Podcast Legal Disclaimer This podcas...
This episode explores why customer experience cannot be optimized in isolation from the broader value chain. We discuss how misalignment between marketing, sales, operations, and service creates friction that customers immediately feel. The conversation highlights how integrating CX into supply, fulfillment, pricing, and service execution improves reliability and perceived value. Listeners will gain insight into how value-chain integration transforms CX from surface-level engagement int...
This episode explores how humans and agents collaborate effectively. We discuss escalation design, shared accountability, and trust boundaries. The conversation highlights why hybrid models outperform full automation. Listeners will gain insight into designing productive human–agent systems. This episode reframes AI as a workforce multiplier. Podcast Legal Disclaimer This podcast is a personal project, a hobby and is not affiliated with, endorsed by, or representative of any empl...
CX with SG: AI, Data and Customer Experience CX-CRM. Masterclass learning insights with SG
This episode provides a deep look into the architecture and operating model of an agentic CRM environment. We examine how specialized agents—spanning sales assistance, lead generation, content creation, service escalation, and knowledge management—work together as an integrated system. Rather than replacing humans, these agents augment teams by handling coordination, prioritization, and execution at scale. The discussion highlights how explainability, governance, and orchestration ensure trus...
