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Nov 20, 2018

"When you call in, you want to speak to a person. You don't want to speak to a robot. Now, if you choose to self-serve, you will need that automation. And because of that, it's important. AI is important. But it is supplemental, and it does not take the place of that human interaction that our customers still crave." -...


Nov 20, 2018

"I think you can't just train to train. It's more about the focus." - Andrew Brown


Nov 19, 2018

"I think that is what is important is really the long term. Not just "Yeah we're doing bots, we're fine." Then in a year's time, it's over because you have something else on top of it."


Nov 15, 2018

Richard Conroy on pace of change as it relates to HR and AI: "know what's happening in your business. That's just true of HR in any business. Not just one in a world that we are in terms of digital transformation. Great HR people are business partners first and foremost and ask the right questions in terms of what help...


Nov 14, 2018

"The role of the manager is to provide that custom coaching to help the employee get from where they are closer to the standard while being true to who they are as an individual, and in order to do that, the only way you can be successful, is when the managers and the frontline leadership and supervisors are providing...