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Key Takeaways
Resilience is a learnable skill that can be developed through creating a customised resiliency kit. This involves pushing beyond comfort zones and focusing on continuous improvement.
In the future, AI agents may facilitate customer service interactions, but human touch will remain crucial for certain complex interactions.
Companies must address bias in AI—both in training data and programming processes—to ensure fair and accurate outcomes.
Leveraging global talent diversity can lead to more successful outcomes, as different cultures contribute unique strengths.
Empowering customer service agents to make the right decisions and advocate for policy changes can enhance customer experiences.
Key Statistics
85% of jobs in 2030 have not yet been created.
AI is expected to create 133 million new jobs by 2030.
Key Discussion Points
The importance of building resilience to adapt to constant change and drive success.
Balancing digital s...
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