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Podcast: Behind the Growth
Episode: Ryan Chong on The Future of Self-Service
Description: In this episode of Behind the Growth, host Mudassar Malik engages in a thought-provoking conversation with Ryan Chong, Senior Director of Digital Service and Support at Rogers Communications. From the evolution of self-service to its future, the conversation uncovers great insights about the customer experience landscape. As the discussion unfolds, Ryan emphasizes the pivotal role of digital self-service in not only reducing operational costs and elevating customer experience, but also being a key differentiator. The conversation takes an intriguing turn as Ryan delves into the impact of generative AI on customer interactions, personalization, and speed of innovation. H...