Nick Clark, a Partner at Boston Consulting Group and AI customer service strategist, discusses the revolutionary role of generative AI in transforming customer service. He highlights the emerging collaboration between human agents and AI, stressing the importance of knowledge management and new career paths. The conversation also covers simplifying customer interactions, the necessity of T-shaped skills, and the shift from viewing customer service as a cost center to a value-driven experience. Clark emphasizes prioritizing people and processes over merely adopting AI.