Brillio’s Global CTO on Using AI to Transform Customer Experience with Empathy and Trust

At a recent roundtable hosted by Genesys and YourStory, Chander Damodaran, MD & Global CTO at Brillio, joined industry leaders to discuss how AI is reshaping customer experience. The session explored how businesses can deliver hyper-personalized interactions while maintaining empathy, trust, and compliance.

Damodaran emphasized that while AI is a powerful enabler, it must be applied with strategic intent. “You can’t future-proof a product, but you can be future-ready,” he stated—underscoring the need for adaptable solutions rather than rigid, monolithic platforms.

From predictive analytics in healthcare to conversational AI in finance, panelists discussed use cases and challenges around data silos, customer trust, and regulatory compliance. The consensus: AI can enhance CX, but only when guided by human-centric design, cross-functional alignment, and a clear understanding of customer needs.