Speechless: Breaking down end-to-end CX with Vikram Modgil

We’ve all experienced fast service but a broken process during customer experience interactions, but what causes this disconnect?

In a recent conversation on the Speechless Podcast, host Matthew Storm sat down with Vikram Modgil, Worldwide Applied AI Adoption & CX Product Incubation Leader at Amazon Connect, to unpack why this is such a widespread experience and how businesses can use AI to reshape their customer experience.

Their discussion focuses on practical applications, including:

• What is deterministic AI, and how is it used
• Why AI should be used as a teammate, not replacement
• The need to balance automation with empathy
• Real-life experiences of good and bad speechless CX moments

At the core, the conversation centers on a simple but powerful idea: why we must think end-to-end to understand the customer's journey and what it takes to make CX simpler, easier, and seamless.

If you’re looking to understand better how AI can be applied to real customer experience challenges and how to design journeys, this episode is a great place to start.