The CX Iconoclast · 2025-06-30 · 35 min
In this episode of CX Iconoclast , OCX Cognition CEO Richard Owen sits down with Murli Buluswar, Head of Analytics at Citi’s U.S. Personal Bank, to explore how AI is reshaping customer insight and experience at enterprise scale. Murli shares his journey from early interest in behavioral science and analytics to leading cutting-edge initiatives that bring such innovation to life. From sharing intelligence across teams to improving operational risk detection and enabling hyper-personalization, he tells us how generative and agentic AI are turning customer intelligence into real business impact - faster, smarter, and at scale. The discussion is not just about technology, and focuses on the human and cultural transformations that AI demands. Murli emphasizes that while data and tools are part of the equation, 70% comes down to people: rethinking roles, changing how decisions are made, and redefining what really matters in the age of machine learning. This is a must-listen for CX and CS leaders, Chief Data Officers, and transformation champions ready to move from AI curiosity to AI-powered growth.
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