How AI Is Reshaping Customer Experience and Expectations Podcast Por arte de portada

How AI Is Reshaping Customer Experience and Expectations

How AI Is Reshaping Customer Experience and Expectations

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 Christian Terwiesch, Wharton Professor of Operations, Information and Decisions, discusses the evolving role of AI in customer service—highlighting the tension between cost reduction and service quality, the growing expectations of consumers, and the challenges of fully automating support without losing the human element.

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