The AI Playbook for CX Strategy— BCG's Nick Clark on How AI Is Solving Customer Experience

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Recorded26 Mar 2025

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In this episode of Advising the Advisors: AI in Consulting Unlocked, host Bolu Ben-Adeola sits down with Nick Clark, Partner at BCG, to explore the evolving landscape of AI-powered customer experience. Nick shares insights on the 10-20-70 framework for AI implementation, why customer service is becoming a value center rather than a cost center, and how consulting firms are adapting their talent models in response to AI capabilities.

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