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AI is becoming increasingly popular in customer experience, with applications across the customer lifecycle. Hyper-personalization is one example of how AI can be used to deliver tailored experiences that go beyond traditional segmentation. However, AI’s voracious energy consumption is a growing concern that CX leaders must address. Automation, machine learning and data science are the key ingredients that enable AI to have an impact on customer experience, and CX leaders must find ways to balance the benefits of AI with environmental responsibility.
