Closing the $75B Empathy Gap in CX — A Conversation with Graia’s CRO, Sahil Rekhi

Customer experience is entering a new era — one defined by empathy, intelligence, and human-AI collaboration. In this interview with CX Today, Graia CRO Sahil Rekhi shares why so many organisations are failing to capture the value of AI, and how empathy-driven Agentic AI is helping contact centres break out of pilot purgatory and deliver real transformation.

Sahil explores how Graia blends omni-channel routing, multimodal intelligence, AI assist, and real-time empathy modelling to create experiences that feel faster, more personal, and more human — without adding operational complexity. He also explains how empowering agents, not replacing them, drives the biggest gains in CSAT, revenue, and retention.

In this interview, you’ll learn:

  • Why most AI programmes stall before scaling — and how to avoid it
  • How Agentic AI reduces complexity for agents and improves every interaction
  • The role empathy plays in cutting attrition and boosting performance
  • How Graia helps organisations reclaim revenue lost to poor CX
  • Why the future of customer experience belongs to empowered humans supported by intelligent systems

If you’re rethinking your CX strategy for 2025 and beyond, this interview is essential viewing.

Watch now to explore how empathy-driven AI is reshaping the future of customer experience.

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