India, April 29 -- Customer experience in India is no longer linear. It is massive. It is fragmented. And it is evolving faster than most organisations can keep up with.

In a recent interaction, Raja Lakshmipathy, Vice President and Managing Director atGenesys, reflected on how AI is reshaping this landscape and why orchestration, not automation, will define the next phase.

His perspective comes from decades in the industry. Over 34 years of working across contact centre and collaboration technologies, witnessing the shift from early systems to AI-led orchestration.

India presents a unique challenge. And a unique opportunity. A population of over 1.4 billion. Rapid digital adoption. And a shift from physical to online interactions acro...