In this episode of our weekly news and interview show, Tech Wave Forum, host and CIF CEO David Terrar will discuss artificial general intelligence (AGI), that's artificial intelligence that surpasses human intelligence in almost all areas, triggered by Softbank's CEO suggesting, this last week, that it will be here within 10 years. David believes it will be gradual, inevitable, and sooner than you think. The interview guest is Cécile Rénier, Wolters Kluwer's VP Customer Service. She will discuss their approach to customer service, customer engagement, and how they use it as a competitive advantage. She will explain the change in mindset, culture, and leadership required for real transformation.