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PHOTO: Crystal

Are people more accepting of AI being part of the customer experience these days? We still may favor human interaction, but with so many industries facing unprecedented customer service needs as a result of the pandemic, AI filled a necessary gap. Will that help shift preferences? Priyanka Tiwari explores that question. Elsewhere, we look at how technology can hinder the remote work experience and how podcasts can be the next step in employee engagement.

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