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Key Takeaways
The book "The Widening Turn: America and the Accelerating Sweep of Innovation" explores the impact of AI on American innovation, drawing parallels with historical discoveries such as the circumnavigation of the globe.
The author discusses the implications of AI on the workplace and customer experience, highlighting the contact centre as a testbed for innovative AI applications.
The book suggests that we are currently in a new age of discovery, comparable to historical times of innovation like the Renaissance.
There is a focus on the scale of innovation, with large companies and government institutions playing a significant role in driving change and trying new ideas.
The evolution of digital assistants and their potential to revolutionise customer service is explored, with the idea that AI could significantly impact the customer service model.
The book references parallels between electrification in the past and the current evo...
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