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Leading Your Company Through the AI Shift
Artificial intelligence (AI) is transforming customer experience (CX) from the inside out. It is reshaping CX strategy at the leadership level, from boardroom conversations to team structures. As companies embrace AI for CX applications, they are finding that AI isn’t replacing agents; rather, it’s making them more human. To derive the greatest value from AI, CX leaders must avoid model lock-in, structure their organizational knowledge, and adopt “white box” technologies that build customer trust.
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