Customers don’t just want answers. They want action! That’s why agentic AI, the kind that doesn’t just recommend but actually does the work, is reshaping how teams analyze experiences, resolve issues, and connect systems.
In this CX Pulse Check, Jeannie talks with Medallia’s Chief Strategy Officer, Sid Banerjee, about today’s clearest CX use cases and the pitfalls leaders should avoid as AI adoption accelerates across industries like banking, healthcare, retail, and hospitality.
We explore three big patterns:
Voice is making a comeback too, from car dealerships booking recall appointments to restaurants taking phone orders with flawless recall. The key isn’t “more bots,” but better design, continuous coaching, and a balance of speed with trust.
We also cover empathy, accountability, and practical guardrails (like building feedback loops, retraining models, and giving customers clear choices so they never feel trapped by tech).
If you’re evaluating where to deploy AI next or whether your pilots are effective, this conversation provides examples, cautions, and a pragmatic perspective.
About Sid Banerjee, Chief Strategy Officer, Medallia:
Over a nearly 30-year career, Sid has amassed deep skills building companies and solutions based on customer experience, business intelligence, and AI-powered technologies. Sid was the Founder and served as CEO, Chairman, and Chief Strategy Officer at Clarabridge. He most recently served as Chief XM Strategy Officer at Qualtrics. He presently serves as Chairman at Prolific, a high-growth technology company that provides a platform for high-quality, human-derived AI and research models. He was a founding employee of MicroStrategy and founder/CEO of Claraview. He also held executive and management positions at Ernst & Young and Sprint. He holds a BS/MS in Electrical Engineering from MIT.
Learn More About Medallia at https://www.medallia.com/
Follow Sid on…
LinkedIn: linkedin.com/in/sidbanerjeewdc/
Articles Mentioned:
Marriott checks out AI agents amid technology transformation (CIO Dive)
Red Lobster Turns to AI to Power Phone Ordering (Hospitality Technology)
Long Island pizzeria goes viral with saucy videos giving bad diners a taste of their own medicine: ‘Go sit down’ (New York Post)
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie is an award-winning customer experience expert, international keynote speaker, and sought-after business coach who is trailblazing the movement from “Reactive Customer Service” to “Proactive Customer and Employee Experience.” More than 500,000 people have learned from her CX courses on LinkedIn Learning, and her insights have been featured in Forbes, The Chicago Tribune, The Wall Street Journal and NPR.
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