Episode 191: The Evolution of Customer Experience: Insights from Blake Morgan
Product Thinking
00:00
Adapting Leadership for AI-driven Customer Experience
This chapter explores the necessity for leadership to adapt in order to enhance customer experiences while implementing artificial intelligence in customer service. It highlights the challenges of using chatbots and emphasizes the importance of human interaction in critical customer service situations. The discussion also covers consumer hesitations regarding technology adoption due to privacy concerns, urging companies to integrate AI thoughtfully and prioritize customer care.
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