Two years ago, I prognosticated about what might happen with AI in CX in 2018. With the confidence of a seasoned pundit never held to account for his transgressions, I managed to get some readers lathered up about the future-state of AI tech affecting customer experience (CX), marketing, and sales efforts. Looking back, its surprising the authorities didnt indict me as a co-conspirator in various AI hype-crimes.
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