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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA.
In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise.
Ian also talks about the pilots and experiments in AI that have worked and where more traditional CX is still working well and maybe doesn't need to change...
380 episodes
