Siba Padhy of EPAM on Must-have Skills for Salesforce professionals

While the technology has quickly advanced, the impact of Generative AI (GenAI) in customer experience is hypnotizing in developing new standards in personalized, contextually proficient, and efficient interactions. Speaking to TechGig recently, Siba Padhy, Head of Salesforce Business at EPAM Systems, discussed how GenAI is helping organizations improve customer experience and how the process is not without its issues; and which skills are important for salesforce professionals.

GenAI: The Catalyst for Enhanced Customer Experience

"Customer experience has been evolving at a pace that is unimagined," says Padhy, underscoring GenAI's impact on customer touchpoints across industries like retail, automotive, and healthcare. From reducing the time spent resolving issues to facilitating efficient, context-rich customer interactions, GenAI is redefining expectations. "Instead of spending 10 minutes to get a problem solved, now the customer literally spends a minute or two," he notes, attributing this shift to GenAI's efficiency.

At the forefront of this transformation is Salesforce, which Padhy describes as being “absolutely in the center of all of this.” Thanks to Salesforce’s extensive data integration capabilities, GenAI can now deliver tailored solutions that address customers' specific needs. "What will make GenAI really strong," he adds, "is if those answers are grounded in the customer's context."

Navigating Challenges in AI-Driven Customer Experience

There are challenges in implementing GenAI for customer experience, despite its potential. Legal and ethical compliance provide the biggest obstacles, according to Padhy.

"The number one challenge, even in today's day and age, is legal and ethical compliance," he explains, noting that data privacy and bias prevention remain significant obstacles. Businesses must justify continuous investments due to the ever-evolving nature of AI technology, particularly in experimental areas that are still being assessed for long-term value. Nonetheless, EPAM is dedicated to integrating AI-powered efficiency into the software development process. “We think of AI in three different realms: AI in SDLC, AI for corporate functions and AI for business,” he says, highlighting EPAM's proprietary tools designed to integrate AI across various workflows.

Read the full article to learn Padhy’s advice for aspiring Salesforce professionals.

Learn more about how EPAM is driving business transformation with Salesforce: https://www.epam.com/services/partners/salesforce

Discover how EPAM is creating future-forward solutions that drive real business outcomes: https://www.epam.com/services/artificial-intelligence/generative-ai