{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Proactive AI and the Evolution of Customer Experience in Finance - with Shardul Vikram at SAP","description":"What does it take to build truly intelligent customer experiences at enterprise scale? In this episode of the AI in Business podcast, Shardul Vikram, Chief Product Officer of SAP Application AI, returns to explore the critical role of generative AI in transforming CX across industries. From telecom to healthcare, Shardul breaks down how leading firms are aligning data strategy, automation, and personalization to drive measurable impact in both B2C and B2B environments. Shardul outlines SAP\u2019s vision for \u201cintelligent CX\u201d \u2014 where AI doesn\u2019t just automate tasks but bridges the gap between front-line support and back-office execution. Throughout the episode, he underscores how tools like SAP\u2019s CX AI Toolkit and GenAI copilot (Juul) are helping service agents anticipate customer needs, detect anomalies in real-time, and reduce wait times without sacrificing trust or compliance. Want to share your AI adoption story with executive peers? Click emerj.com\/e2 for more information and to be a potential future guest on Emerj\u2019s flagship\u2019 AI in Business\u2019 podcast! If you\u2019ve enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show! ","author_name":"AI in Financial Services Podcast","author_url":"http:\/\/aiinbanking.libsyn.com\/website","html":"