Do We Need Humans Anymore in Customer Journeys?

06/07/23 • 22 min

Customers are demanding speed and convenience in their interactions with companies. Technology, especially artificial intelligence, is often better at meeting customer needs than humans. Karen Lellouche Tordjman, leader of BCG’s customer experience work, explains how companies can combine technology and humans to create the most compelling customer journeys and touchpoints.

This podcast uses the following third-party services for analysis:
Chartable - https://chartable.com/privacy
This podcast uses the following third-party services for analysis:
Podtrac - https://analytics.podtrac.com/privacy-policy-gdrp

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The World Is Fragmented, Not Flat

The post–World War II order of free markets, democratic government, and global institutions is breaking apart, argues Nikolaus Lang, who leads BCG’s Global Advantage practice. With the future uncertain, companies should prepare for a range of scenarios that likely involve greater uncertainty and less global trade.

Next Episode

Are Your Employees Captivated or Captured?

Leaders frequently talk about purpose and vision. Too often, these concepts get stuck at the top and do not cascade down throughout the organization. BCG’s David Ritter explains how organizations can unlock latent productivity and creativity by connecting purpose and vision to the day-to-day work of teams.