Hyper-Personalization & AI in CX | Amandeep Singh, QKS Group | CEX Talks Ep 5

In this episode of CEX Talks, host Abhinandan Jain is joined by Amandeep Singh, from QKS Group, to discuss how hyper-personalization and AI innovation are transforming contact centers into customer interaction hubs.

They explore the latest customer experience (CX) trends for 2025, including the integration of AI and large language models (LLMs), the digital AI leap framework, and voice technology innovations driving seamless omnichannel engagement. Amandeep also shares how leading brands are redefining customer obsession through personalization, while navigating challenges of privacy, ethics, and ROI measurement.

This conversation provides CX leaders and contact center executives with strategic insights on how to prepare for the next wave of AI-powered customer experience.

🔑 What You’ll Learn

The impact of hyper-personalization on customer experience
How AI and LLMs are transforming customer service
Why voice technology will redefine the next-gen contact center
Building a scalable omnichannel strategy for 2025
Applying the Digital AI Leap framework in real-world organizations
Balancing personalization, privacy, and ethical AI adoption
How to measure ROI in AI-powered CX initiatives

🎙 Chapters

00:00 – Introduction to CX Trends
02:55 – Understanding Hyper-Personalization
06:06 – Privacy vs. Personalization
09:09 – Brands Leading in Personalization
11:57 – Role of AI & LLMs in CX
14:55 – Voice Technology Innovations
17:46 – Omnichannel Integration in 2025
20:50 – Digital AI Leap Framework
23:48 – Measuring ROI in AI
26:42 – Ethical Considerations in AI
29:31 – Strategic Insights for CX Leaders
43:05 – Closing Remarks

#CEXTalks #HyperPersonalization #AI #CustomerExperience #Omnichannel