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From our sister podcast, The Reality of Business, this episode is especially relevant for anyone working in contact centres, customer service or customer experience.

Bob and Jeremy discuss how brands are using AI in customer experience right now, where it’s helping, where organisations are struggling, and some of the problems already starting to appear.

Recorded after a visit to a major CX conference in London, the episode explores:

• AI in contact centres and customer service
• The shift towards more complex human conversations
• Where automation works well – and where it doesn’t
• The line between machine support and human judgement
• How customer service roles are changing
• And the skills people will increasingly need as AI becomes part of everyday customer journeys

There’s also a wider conversation around customer experience strategy, AI adoption, customer retention, service quality and what brands should be paying attention to next.

If you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about.

To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.