What if your biggest CX innovation is also your biggest source of customer churn?
Agility requires a clear-eyed view of both the promise and the peril of new technologies. It’s the ability to embrace innovation like AI not just for efficiency, but with a rigorous focus on the customer outcomes that build long-term value.
Today, we're going to talk about the delicate balance of implementing AI in the customer experience. Specifically, we'll explore the rise of sophisticated, agentic AI voice bots, and the critical "dealbreakers" that cause customers to abandon interactions and, potentially, your brand altogether.
To help me discuss this topic, I'd like to welcome, Sushil Kumar, CEO at Cyara.
About Sushil Kumar
Sushil leads Cyara’s strategy and growth with a vision to redefine how enterprises build trustworthy, AI-driven customer experiences. A builder at heart, he has spent his career creating platforms that change how software is engineered, validated, and delivered. His focus is helping global organizations achieve new levels of reliability, speed, and customer trust. Before joining Cyara, Sushil was the co-founder and CEO of RelicX.ai, a generative AI test automation pioneer acquired by Harness. He previously led major product and business organizations at Oracle, CA Technologies, and Broadcom, where he built and scaled category-defining AI, DevOps, and cloud solutions adopted by thousands of enterprises worldwide. With more than 25 years of experience leading high-growth teams and multi-hundred-million-dollar product lines, Sushil is known for blending deep technical insight with a pragmatic, product-first approach to leadership. His work centers on transforming how modern software and customer experiences are created, making them more resilient, more intelligent, and more human. Sushil holds a Bachelor of Technology from BIT Sindri and an MBA from the Indian Institute of Foreign Trade. He lives in the San Francisco Bay Area.
Sushil Kumar on LinkedIn: https://www.linkedin.com/in/sushil-kumar-343780/
---------- Resources ----------
Cyara: cyara.com
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