Transforming Tomorrow: How a Product Leader Revolutionized Customer Experience with an AI-First Approach

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As we move through 2025, Artificial Intelligence (AI) has become the cornerstone of product management, transforming how products are conceived, developed, and delivered. AI is no longer just a disruptor- it’s the defining language of product management. ForCiti’s Product Manager, Vivek Lakshman Bhargav Sunkara, it is‘AI-first’ mindset and a language he speaks fluently.

According to the recent statistics by PwC, the global AI market isvalued at $390.90 billion in 2025 and is projected to grow to $15.7 trillion by 2030. Sunkara mentions that these figures indicate the vast potential of AI and the need for the technology enthusiasts to keep up with latest AI trends like Agentic AI, Quantum-enhanced AI and neuroadaptive interfaces.

Understanding these nuances, Sunkara becamea trend-hunting product manager- frequenting conferences like CES and RSA, and actively experimenting with AI agents, multi-modal AI architecture and leaninginto hyper-personalization for crafting personalized scalable customer experiences. With a good foundation in Information Technology and dual master’s degrees in Information Systems and Business Administration, Sunkara has evolved from Business Analyst to a full-stack, AI-fluent Product Leader. He now orchestrates end-to-end experiences powered by data, design, and predictive intelligence.

Crafting Future-Ready Experiences with Human-Centered AI

“The goal isn’t just to solve problems. It’s to create deeply personalized product ecosystems,” Sunkara says.

He sees the future of customer experiences rooted in hyper-personalization – products that anticipate user needs based on behavior, history, and contextual signals.  He adds that these experiences have AI embedded into every touchpoint of the user journey, use AI to solve tangible customer pain points and ensure human-like experience and personalization throughout the journey. According to Sunkara, focus of organizations will shift from merely solving customer problems to fusing AI’s power with human insight to create emotionally intelligent products.

However, these expectationsare no small feat and come with a variety of intricate challenges to be tackled. Sunkara points out that the aspect of hyper-personalization requiringmassive volumes of data to be collected, rigorous governance, and real-time intelligence. Product managers must navigate a complex triad of data collection, ethical usage and drawing insights.

“Collecting and processing data is only part of the equation. The real challenge is transforming that analysis into precise, personalized experiences,” he notes.

The Product Manager acknowledges that amid this significant challenge alongside other day-to-day responsibilities, product managers can leverage AI as a transformative force to analyze customer data, behavior, and preferences to craft personalized experiences with human insights.

“AI has redefined what’s possible, turning once-daunting tasks and processes into streamlined deliverables with increased accuracy and reliable data-driven decisions.”

Accelerating innovation: Vision meets Precision

In a world where artificial intelligence is reshaping every industry it touches, few leaders are not just adapting, butactively accelerating the pace of innovation. Early on, Sunkara recognized that artificial intelligence had the power to redefine strategic innovation. He envisioned a future where product managers could move beyond the clutter of operational complexity and focus on the high-impact work like crafting vision, building empathy with customers, and shaping the future of user experience.

“With AI, I create new features that don’t merely satisfy user needs but anticipate them,” Sunkara says—a statement that reflects both his ambition and precision.

Empowered by AI and by leveraging predictive analytics, Sunkara transforms complex data into clear, actionable strategies, enhancing product-market fit and accelerating growth. With AI as his running mate, Sunkara analyzes market trends, listens intently to user feedback, and anticipates emerging needs to build data-driven, human-centered and intuitive products.

Sunkara’s thought leadership is reflected in his affiliations with prestigious institutions. He is an awarded senior member of Institute of Electrical and Electronics Engineers (IEEE) , an honored fellow of British Computer Society (BCS), distinguished reviewer of latest technical advancements and research at leading conferences like AMCIS, Alt.CHI, IDC, and CogSci, and a mentor for emerging product leaders. His research on AI and Product Management has been widely read and cited within the industry.

Beyond the boardroom activities, Sunkara’s strength lies in his ability to utilize AI’s potential to tame complexity. He engineers solutions to untangle overwhelming web of data, deriving patterns and uncovering value from the noise.

“ AI transforms complexity into comprehensibility. It empowers us to decode intricate patterns, making informed decisions that resonate with the market and our customers,” he says.

AI’s limits: Why Human Insight still matters

While it is undeniable that AI is transforming industries at breakneck speed, Sunkara notes that technology alone isn’t the answer. He acknowledges that while AI enhances precision and performance, human insight is the greatest factor to build great products. For Sunkara, the future belongs to those product managers who augment AI and can strike delicate balance between AI efficiency and human-centered product development- a fusion that transforms data into experiences, and predictions into emotional resonance with the users.

The Opportunity: Designing the Unimaginable with AI

Sunkara finds the explosion of data and the rise of intelligent systems as a generational opportunity to invent experiences the world hasn’t seen yet. “To build such experiences, one has to look at AI as more than a tool – a creative partner that amplifies our capacity to understand, empathize, and create breakthroughs beyond our imagination,” he reflects.

From his early curiosity about machines to building standout products, Sunkara’s journey is a blueprint for the future of product leadership. He doesn’t just build features; he architects experiences that anticipate user needs and elevate customer experiences. In Sunkara’s vision, the future of product management isn’t about building faster, but about building smarter, deeper and more human products.

With AI as the engine and human insight as the compass, Sunkara is charting a future where product management doesn’t just build products – but transforms how we live, work and connect.