Shalima Bhalla, a global customer experience and AI leader with more than 20 years of experience helping enterprises navigate customer experience transformation, AI adoption, and go-to-market strategy joins Enterprise Radio. She is also the host of the Customer Signal Podcast, where she explores the intersection of customer experience, AI, and business strategy.
Listen to interview with host Eric Dye & guest Shalima Bhalla discuss the following:
- Customer expectations are changing quickly as AI becomes part of everyday life. What are businesses getting wrong about what customers actually want from an AI-powered experience?
- We’re seeing a shift from traditional chatbots toward agentic AI that can actually take action on a customer’s behalf. What does this change mean for the future of customer experience?
- Many companies are investing heavily in AI but still struggle to prove its impact on customer experience. What metrics should business leaders be looking at to determine whether their AI investments are actually working?
- AI can make customer interactions faster, but there’s also a risk of making customers feel like they’re being pushed through an automated system. How can companies balance automation with the human connection customers still value?
- For companies that want to improve their customer experience with AI but don’t know where to start, what are three practical steps leaders can take today to make sure they’re solving the right customer problems?
TIP: “Before investing in another AI tool, start with the customer problem you’re trying to solve. Ask where customers are experiencing friction, what information or support they’re missing, and whether AI can genuinely make that experience easier. The goal shouldn’t be to use AI everywhere — it should be to use it where it creates a better, faster, and more connected experience for the customer.”
Shalima Bhalla is a global customer experience and AI executive with more than 20 years of experience helping enterprises navigate digital transformation. She currently leads Global Customer Experience Solutions and Go-to-Market Strategy for the telecommunications sector at a Fortune 500 cloud and enterprise technology company, partnering with some of the world’s largest organizations on AI, cloud, and customer engagement initiatives.
Prior to her current role, she held senior leadership positions at Cisco, Afiniti, and Avaya, giving her a rare cross-industry perspective on how technology transformation plays out at enterprise scale. She is also the host of the Customer Signal podcast, where she interviews leading CEOs, authors, and innovators shaping the future of customer experience and artificial intelligence.
Shalima is passionate about helping business leaders understand how generative AI and agentic AI can drive meaningful business outcomes while keeping the customer at the center of transformation.
Linkedin: linkedin.com/in/shalimabhalla
YouTube: youtube.com/@shalima_bhalla
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