How AI Is Reshaping Customer Experience and Expectations

25 Jun 2025 • 9 min • EN
9 min
00:00
09:16
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Christian Terwiesch, Wharton Professor of Operations, Information and Decisions, discusses the evolving role of AI in customer service—highlighting the tension between cost reduction and service quality, the growing expectations of consumers, and the challenges of fully automating support without losing the human element. Hosted on Acast. See acast.com/privacy for more information.

From "This Week in Business"

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