Keeping CX Human in an AI-Driven World

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In this episode of CX in the Wild, we sit down with Raj Sivasubramanian, Vice President at QuestionPro and one of the boldest thinkers in customer experience today. QuestionPro has been with us from the early days, innovative, collaborative, and courageous enough to support this global journey as we explore the real stories shaping modern CX.

Together, we unpack what it means to lead with empathy in a world where too many strategies are driven by dashboards instead of people. We talk about the risks of over-automation, the illusion of AI as a silver bullet, and why reducing humans to metrics disconnects brands from the very trust they’re trying to build.

From reshaping policy at Airbnb to navigating the real challenges in AI-powered contact centers, Raj shares practical insights every leader should hear. This is about staying customer-centric in a metric-obsessed world and building CX strategies that are powered by humanity, not just headlines.

Raj Sivasubramanian on LinkedIn: linkedin.com/in/rajsivasubramanian

Learn more about Raj's work at their website: https://www.questionpro.com/

Connect with me, Dennis Wakabayashi: linkedin.com/in/denniswakabayashi