Why do we have more AI than ever, yet customer service feels increasingly "broken"? Raymond Davadass, CEO of Daythree and Chair of GBS Malaysia, reveals the "fragmentation trap" sabotaging large-scale operations. From why a misplaced comma can paralyse a bot to the 12-week design rule for AI deployment, we unpack why the industry is ditching "labour arbitrage" for a high-stakes play on data intelligence and human empathy.

Tune In To Find Out:

• The Orchestration Gap: Why having a "beautiful faucet" of technology is useless if your internal systems aren't talking to each other (and the airport chatbot story that proves it).

• The "Comma" Crisis: Why AI isn't a magic wand and how an uncleaned knowledge base leads to "hallucinations" and customer frustration.

• Human-at-the-Right-Time: The specific moment in a customer journey (like lost luggage) where technology must step back and let human empathy take the lead to save the brand.

• The New Litmus Test: Why "Headcount" is a dead metric and why "Revenue per Employee" is the new standard for the next decade of business process management.

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