Session Title

The New Org Chart: How AI Agents are Reshaping Team Structures in Customer Experience

Abstract

AI agents are not just improving Customer Experience, they are quietly redrawing the org chart behind it.

Teams will move from large execution-heavy structures to leaner pods where humans handle judgment, relationships, and strategy while agents take over repetition, speed, and scale. The future CX org will not be built around headcount alone, but around how well people and AI agents work together to drive faster onboarding, sharper support, and better customer outcomes.

Bio

Praveen Sridhar is the Chief Delivery & Experience Officer at Netcore Cloud, where he leads customer-facing functions with a strong focus on onboarding excellence, support transformation, and customer delight. With prior experience across Netcore, Freshworks, TCS, and Lummo, he is known for combining customer obsession, operational depth, and business thinking to create scalable, high-impact customer experience engines. He is passionate about building teams, driving advocacy-led growth, and using AI and execution discipline to compress time to value for customers.