Local at Heart, Global in Vision: How Verint’s Manish Shah Champions Culturally Intelligent CX Automation

By: Zenia Pearl V. Nicolas In today’s ultra-digitized world, the most revolutionary customer experience (CX) innovations are not those that rely solely on speed or sophistication. They are the ones that understand culture, empower people and deliver outcomes that feel human. This was the heart of the message shared by Manish Shah, Vice President of Verint Southeast Asia, during his session at customerX: CX Unbound 2025—a gathering of CX and digital transformation leaders who are shaping the future of engagement in Asia. From global strategy to local nuance, Manish delivered one of the event’s most compelling perspective:

“CX isn’t just a platform, 

it’s a

to understand the people you serve.”

Why the Philippines Needs Culturally Tailored CX Automation

The Philippines is a global powerhouse in the BPO and contact center industry

,

recognized for its customer service workforce that excels in empathy, warmth and emotional intelligence. But with rising consumer expectations and growing call volumes, companies must find new ways to serve faster

without sacrificing personalization.

“Our CX automation platform is designed with the Filipino contact center industry in mind,” Manish shared. “It doesn’t just automate processes, it identifies root causes behind service breakdowns, whether that’s in skills, workforce readiness or training gaps.”

This tailored approach is what sets

Verint

apart in a sea of generic tech solutions,

it’s not automation with cultural awareness and purpose.

The Verint Difference: From Manual Pain Points to Seamless Outcomes

In his presentation, Manish spotlighted Verint’s Agent Core Pilot Board

,

a game-changer for Philippine based BPOs.

This AI-powered tool helps automate entire CX workflows, eliminating time-consuming manual processes that slow down agent productivity and reduce customer satisfaction. But unlike other rigid systems, Verint’s open platform

adapts to existing tech ecosystems,

allowing companies to scale without losing control.

“We’re not here to

your current systems. We’re here to

them with minimal disruption and maximum ROI,” Manish emphasized.

The result? Quicker deployment, faster insights and

tangible business impact within weeks,

not years.

AI That Speaks to the Heart of Filipino Business

Many companies view AI as a long-term investment, something that takes years to return results. But Manish broke down that myth with clarity.

“There’s a misconception that AI only works in full-scale enterprise transformation. But

CX-specific automation delivers ROI faster,

 because it directly impacts customer interactions”

This is critical for Filipino businesses that operate in a

fast-paced service economy,

where speed matters, but

empathy matters even more.

 By focusing on experience-first AI, Verint helps businesses create interactions that are both efficient and emotionally intelligent.

For Leaders: What It Takes to Start Strong in CX Transformation

When asked what advice he’d offer to Philippine companies still hesitant to embrace AI or automation, Manish was refreshingly candid.

“You don’t need to disrupt your entire system overnight. Start small. Focus on specific pain points. Choose a solution that integrates smoothly. Let the outcomes prove the value.”

This perspective is particularly relevant for

mid-sized enterprises and fast-growing startups,

who often delay tech upgrades due to cost or complexity. Verint’s model proves that

intelligent enhancements,  not full overhauls, can already deliver impact.

And in a country where people value relationships as much as results, this kind of approach is not just smart, it’s sustainable.

The Bigger Picture: People-Powered Tech

At the core of Verint’s philosophy is a truth that often gets lost in tech talks:

“Technology should

liberate humans

to do more of what they do best—connect, empathize and build trust.”

In the Philippine setting, where service is deeply personal, automation must never feel robotic. It must

amplify human

qualities,

 not erase them. This is why Verint champions systems that offer insights, support agents and ultimately elevate the customer journey. And as Manish so clearly expressed, it’s not about

replacing agents.

It’s about

removing the noise

so that agents can shine.

Why This Matters Now: The Filipino CX Edge

The Philippines is poised for a new wave of CX transformation. With a young, skilled workforce and a reputation for world-class service, the challenge now lies in

scaling that excellence,

while preserving its emotional depth.

“Filipino customers don’t just want fast service. They want to feel understood. That’s where AI and human insight must work together,” Manish said.

Verint’s localized, data-driven platforms are designed for this very moment, when

CX evolution meets cultural integrity.

Real CX Transformation Is Both Local and Human

Manish’s insights from CustomerX 2025 left a lasting impression, not just for their technical depth, but for their

emotional resonance. 

His message wasn’t just for IT teams or CX Heads. It was for every business leader who understands that

growth doesn’t come from tools alone, it comes from trust.

And in the Philippines, trust is built through understanding, service and sincerity. So as we enter a future shaped by AI, may we never forget: The best tech is

the one that speaks fastest. It’s the one that speaks the language of your people. Explore more insights from CustomerX: Beyond Banking: How Maya Is Quietly Making Money Effortless, Personal—and Actually Cool