Editorial
Customer Experience
Your AI Is Talking to Customers — But Are You Measuring What Matters?
Editorial
Customer Experience
Preventing AI Hallucinations in Customer Service: What CX Leaders Must Know
Shruti Tiwari is an AI product manager specializing in AI strategy and building AI products for enterprise customer support operations. She currently leads AI initiatives at Dell Technologies, where her work focuses on deploying generative AI, agentic frameworks, and predictive models to improve customer experience and operational outcomes.
Shruti’s insights on AI product management have been published in The Guardian and VentureBeat, and she has been featured in TechBullion for her leadership in AI-driven enterprise support solutions. She is also a recognized mentor in the AI product management community, advising professionals and enterprise teams on building scalable, responsible AI products.
Her writing and speaking focus on how enterprises build winning AI strategies, drive effective cross-functional collaboration, and develop AI systems for customer service. She also shares practitioner-level guidance on building safe and scalable multimodal applications.