Skip to content

The Future of CX

In this episode our Guest Host Gerry Brown is joined by Genesys experts Zaheer Gilani, Director Strategy and Consulting and Kashaf Chaudhry, Director Strategic Accounts UKI.

Throughout the podcast, we discuss three main topics:

•    The significance of cloud for CX
•    The role of AI in CX
•    The future role of humans in CX

Zaheer Gilani

Zaheer Gilani

Genesys UK&I Director of Strategy and Consulting
Zaheer Gilani is the Director of Strategy and Consulting at Genesys UK&I – an experienced Customer Service and CX industry veteran with over 20 years of experience working and consulting for FTSE 100 brands globally.  Zaheer is the author of Customer Journey Mapping Workbooks, founder of, and has developed and launched CX Industry’s first Customer Experience Casual 2D and 3D Mobile games.
Kashaf Chaudhry

Kashaf Chaudhry

Genesys Director Strategic Accounts UKI
Kashaf has 27+ years of experience in the customer experience industry, supporting organisations across both public and private sectors.  He has held roles in Engineering, Professional Services, Consultancy, Architecture, Pre-sales and sales in the Contact Centre domain.  As part of his role as Director of Strategic Accounts in the Public sector, Kashaf works with customers and partners to help Public Organisations best embrace and leverage Empathy in action as their core ethos to deliver excellent customer service while ensuring the business case is optimised to return the greatest benefits.
Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences.

Keep up to date with the latest events, resources and articles.

Sign-up for the Engage Customer Newsletter.