Welcome to CXNET Conversations, where we bring you deep insights from global leaders shaping the future of customer experience, AI, digital transformation, and marketing innovation.
In this episode, Nidhi Shail Kujur, Senior Editor at CXNET, sits down with Soumyajit Dey, Global Head of Digital Campaign Delivery & AI for Marketing at ThoughtWorks, to decode how AI is transforming digital campaigns, personalization, CX metrics, and the next frontier—agentic AI.
What’s inside this interview?
Q1 — How AI Is Redefining Digital Campaigns
Soumyajit explains how marketing is shifting from reactive execution to intelligent, always-learning experience orchestration, powered by AI-driven signals, dynamic content, and adaptive CX.
Q2 — Personalization Without Compromising Privacy
Discover how ThoughtWorks ensures personalization that feels empowering, ethical, and transparent, driven by first-party data and intent signals—not intrusive profiling.
Q3 — Measuring CX Impact the Right Way
From sentiment and trust velocity to emerging metrics like Experience Consistency Index and Intent Realization Rate, Soumyajit reveals how to measure the true influence of digital campaigns.
Q4 — Balancing Data & Creativity
A deep dive into the “human–AI duet”—where AI amplifies creativity while humans bring emotional depth to storytelling.
Q5 — The Future of CX: Agentic AI
Real-time personalization, autonomous decision-making AI systems, adaptive landing pages— Soumyajit shares what will define CX in the next five years.
Q6 — Advice for Marketing Leaders
Why mindset matters more than tools—and why creativity, emotional intelligence, and strategic thinking remain irreplaceable.
✔️ Perfect for: Marketing leaders • CX strategists • Digital campaign managers • AI enthusiasts • Technology innovators • Product & Growth teams
✔️ If you want to understand how AI will shape customer experiences in the next decade—don’t miss this discussion.
