In this episode of The Retail Influencer by 20/CENT Retail, I sit down with Jeff De Graef from ServiceNowto dive into the latest Consumer Voice survey and explore what it reveals about the evolving relationship between customers, human agents, and AI.

Is AI ready for emotional customer interaction? Why do consumers still prefer human contact while being critical of AI, despite its advantages? Jeff also shares concrete examples of emotionally intelligent AI in action, insights on when customers trust or avoid AI, and his vision of the ideal customer experience in 2025.

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