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      Jan. 09, 2026
      Chhandak Biswas

      Chhandak Biswas

      Vice President
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      Simran Agrawal

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      Urvi Khanna

      Urvi Khanna

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      Augmented, Not Replaced: the Evolving Role of Humans in Technology-driven Customer Experience (CX)

      As customer expectations continue to rise, enterprises are moving beyond transactional customer support to more experience-led service models. This Viewpoint analyzes the evolving role of human agents within technology-driven Customer Experience (CX) environments, emphasizing that automation…

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