Artificial intelligence is often presented as the driving force behind a revolution in customer relations. The customer journey, machine learning and chatbots are all tools designed to improve the customer experience for companies. But isn't the real differentiator in customer relations the ability to develop human intelligence?
Eurogroup Consulting, in partnership with the Institut National de la Relation Client (INRC), is publishing a new edition of its white paper, Ressentir plus, pour (s') engager plus: le new deal de la relation client à l'ère de l'intelligence artificielle. This version, updated in light of the recent health crisis, presents the viewpoints of operational staff and unions on changes in their profession.