A new Zoom study shows that while Singapore’s 18–24-year-olds value AI speed and efficiency, 92% still want the option of escalating to a human agent.

What does this paradox reveal about the limits of AI in customer and workplace experiences? 

We unpack how brands can avoid loyalty killers and design seamless journeys that balance tech and empathy.

The findings also raise important questions for leaders planning tech investments and multi-generational workforce training.

Hosted by Michelle Martin featuring Lucas Lu, Head of Asia at Zoom.