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  • Conclusion: Globally, organisations are dealing with the challenges of “digital transformations” and the need to “innovate”. Chief information officers (CIOs) need to support their organisations in these initiatives, but the ownership in defining what is required rests with the business managers, and the key executives such as the chief marketing officers, chief supply chain

    ...
  • Conclusion:The future of customer service will rely heavily on automating assistance with targeted empathy1.

    Expect virtual digital assistants to heavily reduce the need for contact centre services and become the preferred choice as a CX channel.

    Amazon’s $100 million investment...

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