Christian Terwiesch, Wharton professor of operations, information and decisions, discusses the evolving role of AI in customer service — highlighting the tension between cost reduction and service quality, the growing expectations of consumers, and the challenges of fully automating support without losing the human element.
This Week in Business
How AI Is Reshaping Customer Experience and Expectations
Wharton professor of operations, information and decisions explores how artificial intelligence is transforming customer service operations.
June 25, 2025
• 9 min listen
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