Using a Human Centred Approach to Transforming Customer Experience With Tabitha Dunn , Ericsson Chief Customer Officer and Head of Customer Experience employee experience , CX, EX

✈️ Air Canada’s chatbot invented a bereavement fare policy — and the tribunal ruled the airline fully liable. 🏛️ It wasn’t a tech failure. What failed was everything 𝗮𝗿𝗼𝘂𝗻𝗱...