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

Introduction AI adoption is rising fast, but scaled business impact is still rare. In McKinsey, latest global survey, 78% of respondents say their organizations use AI in at least...

Introduction Great customer experience in 2026 is much less about “wow” and more about certainty: customers achieve the outcome they came for, quickly and correctly, with minimal effort and...