Behind the Build Ep 1: Is Agentic AI the CX Gamechanger We’ve Been Waiting For?
We’re excited to welcome you to the launch of Behind the Build, a new storytelling series by gr.ai.ce that spotlights the women shaping the future of technology through real, reflective conversations. This series is designed to go beyond the buzzwords—focusing instead on how meaningful technology gets built, the people behind it, and the ideas that drive innovation from the inside out.
Our first episode explores a timely and important question: Is agentic AI the customer experience breakthrough we’ve been waiting for? As AI evolves from predictive tools to proactive, decision-making systems, this conversation brings together two senior leaders who are building and leading at the forefront of that shift.
Joining us are:
Shuchi Mahajan, Senior Vice President and Head of Fraud Prevention, Analytics, and Customer Awareness at HDFC, is a seasoned business leader with over two decades of experience in the banking and financial services sector. With a strong background in sales, marketing, product management, and digital banking, she has built and led high-impact teams across the country. Shuchi’s work sits at the intersection of strategy, data, and customer trust—making her perspective especially valuable as we explore how agentic AI is being applied to enhance CX while managing risk and complexity.
Mollie Holland, Corporate Vice President of Customer Experience at DevRev, brings deep expertise in global business strategy, customer success, and cross-functional team leadership. Her career spans over $5B in category responsibility and includes driving strategic growth initiatives at 3M across the U.S. and Asia. Mollie has successfully led divisions through transformation, with a strong focus on customer-centric innovation and operational excellence. She offers a thoughtful, global lens on how technology can be used to better serve users—without losing the human touch.
The session will be moderated by Aura Roy, Customer Success Manager at DevRev, who brings over a decade of experience in transforming customer relationships into strategic partnerships. Her ability to blend data-driven insights with inclusive leadership makes her the perfect guide for this conversation.
Whether you're a product builder, CX professional, designer, or simply curious about the future of AI and leadership, this session offers practical insights and honest stories to help you grow in your own journey. It’s a chance to hear from the women shaping intelligent systems—not just what they built, but how they got there.