102. Will the Bots Love Your Customers?

Strengthening Relationships through Digital Transformation

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At the heart of every good business is a dedication to serving its customers. With more and more customer interactions being dealt with through AI and digital channels, companies are looking for ways to maintain a genuine connection with their customers. On this episode, Maureen Burns of Bain & Company talks with host Michael Marchuk about the nuanced dynamic between customer, company, and bot.

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Here’s what we talked with Maureen about: 

* How digital transformation can deliver personalized customer experiences

* Why it's important to understand how people and bots support the customer experience in different but complimentary ways

* Where executives need to focus their attention as they transform their customer journeys

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