Industry experts emphasize the need for transparency in AI-generated recommendations for customers.
Ankesh Agarwal, a certified customer experience professional, stated, “AI’s rapid evolution means negotiations and regulations are catching up. Companies must be transparent with customers.”
He advocates for customer control, allowing them to toggle preferences, distinguish between AI and human interactions, and understand AI recommendation logic.
“Avoid jargon; keep it simple to build transparency, trust, and customer confidence in AI interactions,” Agarwal advised at the CX Evolve 2025 UAE Edition conference.
Hosted by Khaleej Times, UAE’s first English newspaper, the event gathered professionals from various sectors to discuss customer experience advancements.
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The event also revealed the UAE’s Top CX Influential Leaders list, honoring trailblazers in customer experience, under the theme ‘CX for growth: Turning experience into revenue’.
Panelists included Saoud Zainal, Mark Hirstle, and Sayed Habib, discussing ‘Insight exchange: AI without the hype — what’s really working?’
The discussion was moderated by Harshit Desai, a digital and design leader.
Agarwal stressed the importance of allowing customers to revert to human interaction, saying, “Empower them, and they’ll be satisfied.”
He urged companies to anticipate customer needs, suggesting proactive and reactive strategies supported by predictive AI.
Saoud Zainal advised simplicity in adopting new solutions, cautioning against hasty AI implementation.
“Not everything requires AI. Utilize it where it is effective,” he noted.
Healthcare executives warned that AI might be premature for universal application in their field, unlike other industries.
