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To mark the start of National Customer Service Week and in line with Monday’s topic, we held an interactive webinar where we discussed the future role of AI in enhancing customer experiences.

David Dagger, Director of Communications and Corporate Affairs at the Institute, was in conversation with Simon Shaw, Director, Digital Care at Virgin Media O2. Listen to Simon and David talk about the way in which AI is revolutionising businesses interactions with their customers, as well as the challenges/ethical considerations and the balance between human and AI interactions.


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