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In an era where technology’s influence permeates every facet of life, understanding Artificial Intelligence’s (AI) dual nature in shaping customer experience (CX) from its enticing possibilities entwined with complex risks, to outright hype, is not just crucial, it’s indispensable.
This book aims to demystify AI and how it can empower the customer experience, the employee experience and customer operations by providing relevant and practical use cases.
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As the influence of the gig economy infiltrates traditional business models, contact centres, those unsung hubs of customer interaction, teeter on the precipice of a seismic transformation. This paper delves into the enthralling chronicles of disruption, evolution, and the potential redefinition of service dynamics. This paper explores the gig economy and its drivers, covering both ‘Gig Only’ workers and ‘Gig Plus’ workers and their likely radical impact on operations.
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