In this episode of TechDogs Discover Dialogues, host Jemish Sataki, Senior Content Lead at TechDogs, sits down with Anshuman Singh, CEO, EMEA at HGS, to explore how AI is reshaping customer experience, customer service, trust, enterprise transformation, and leadership.The conversation begins with Anshuman’s professional journey across architecture, product design, IT, user experience, digital marketing, e-commerce, self-service, and customer experience transformation. He explains how his design background naturally pulled him toward the front end of information technology, where customer behavior, service design, and business outcomes meet.A central theme of the episode is that customer experience should not be designed around channels alone. Anshuman explains that enterprises often organize CX around websites, chat, email, or phone support, but the more important distinction is between transactional experiences and deeply meaningful experiences. Routine, mundane, and informational interactions can be automated, but emotionally charged, high-stakes, or deeply meaningful moments still need human empathy and judgment.The discussion also explores where AI is adding value in customer service today. In This Episode, We Cover:• Anshuman’s journey from architecture and product design to CX transformation• Why customer experience should focus on outcomes, not only channels• How the Kano model can help enterprises understand customer satisfaction• Why customer experiences are becoming K-shaped• Which experiences should be automated and which should remain human-led• Why personalization is now table stakes, not a differentiator• How AI can improve informational queries, diagnostics, account questions, and service support• The difference between assistive AI and agentic AI• Why emotionally charged and high-stakes service moments still need humans• Why signal-based escalation matters more than task-based escalation• Why many AI pilots fail when they move to enterprise scale• Why inconsistent knowledge bases can create inconsistent AI responsesKey Takeaway:AI can transform customer experience, but only when businesses use it with clarity, governance, and empathy. The goal should not be to automate every customer interaction. The goal should be to understand which experiences are routine enough to automate and which moments are meaningful enough to require human judgment.Anshuman’s core message is that enterprises must focus on customer outcomes, not just contact metrics. AI can add value in assistive use cases, diagnostics, informational queries, and workflow support, but agentic AI requires stronger governance, testing, cost visibility, knowledge management, reversibility, and careful control of its blast radius.The organizations that succeed will be the ones that automate the mundane, protect the meaningful, design for reversibility, and keep trust at the center of AI-led customer experience.About Anshuman Singh:Anshuman Singh is the CEO, EMEA at HGS. He brings nearly three decades of experience across technology, design, digital transformation, customer experience, digital commerce, customer self-service, and service innovation.His career began with architecture and product design before moving into IT and user experience. After spending nearly 25 years at Mindtree, where he helped build the user experience group, Anshuman moved into customer experience transformation at HGS. His work today focuses on how generative AI, customer service, business process management, and human-centered design can reshape enterprise customer experiences.#CustomerExperience #CXTransformation #AIInCX #CustomerService #AgenticAI #AssistiveAI #AIGovernance #EnterpriseAI #CustomerTrust #DigitalTransformation #ServiceInnovation #BusinessTransformation #HGS #AnshumanSingh #TechDogs #DiscoverDialogues