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Key Takeaways
AI Reshaping CX: The rapid adoption of AI technologies is transforming customer experience (CX) frameworks and expectations within the industry.
Shift from Hype to Practicality: Initial AI hype led to job loss predictions. However, the focus has now shifted towards exploring practical applications that enhance efficiency and service quality.
Cultural Shift Required: Companies are learning to adopt AI tools rather than expecting instant solutions, necessitating a cultural shift towards innovation.
Long-Term Change in CX: Lasting change depends on how businesses and consumers integrate and use AI, not just on AI's presence.
New Pricing Models: Business process outsourcing (BPO) is moving away from traditional full-time equivalent (FTE) metrics to per-interaction pricing structures.
Consumer Mistrust in AI: There is prevalent consumer mistrust in AI, highlighting the importance of ethical data use and transparency.
Importance of Part...
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