Tom Lewis, the Partner at Newport LLC, joins Juan Jaysingh on this episode of LFG with JJ, delving deep into the intricate world of CX and AI technologies. Tom, with his vast experience in the CX realm, sheds light on the disruptions and transformations that have been reshaping the industry.While he acknowledges the human-intensive process of customer service, Tom also brings to the table the increasing trend and challenges of automating various facets of the service.The episode takes a significant turn when Tom touches upon the topic of AI strategies in customer service. He offers a balanced perspective, opining that it's premature to pinpoint clear winners and losers in the AI-driven CX landscape.

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