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"The Empathy Equation: How AI Makes CX Human Again"

We built customer service to move faster. Somewhere along the way, it stopped feeling human.

The Empathy Equation explores the quiet crisis at the heart of modern CX: the systems meant to help customers and agents are often the ones failing them most. Drawing on research, real-world scenarios, and a practical framework, this playbook makes the case that AI's greatest promise isn't automation — it's giving people the space to connect again.

Because the future of customer experience won't belong to the brands with the most technology. It will belong to the ones that use it to make service feel human.

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