Do We Need Humans Anymore in Customer Journeys?

The So What from BCG

Jun 7 2023 • 22 mins

Customers are demanding speed and convenience in their interactions with companies. Technology, especially artificial intelligence, is often better at meeting customer needs than humans. Karen Lellouche Tordjman, leader of BCG’s customer experience work, explains how companies can combine technology and humans to create the most compelling customer journeys and touchpoints.

This podcast uses the following third-party services for analysis:

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