Customer experience is becoming a critical battleground for businesses but despite heavy investment in AI, results have been uneven. Still, AI is reshaping customer experience operations, and this breeds a new issue in which ising scam risks are adding new layers of complexity to customer interactions.

On Industry Insight, Lynlee Foo speaks to CK Tan, APJ Innovation Officer, Singapore, ServiceNow to find out why many organisations are struggling to translate technology into better service outcomes.