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.

A new Zoom study shows that while Singapore&rsquo;s 18&ndash;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?&nbsp;
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.

Start your day on a positive note with Live Well with Michelle Martin.

Start your day on a positive note with Live Well with Michelle Martin.

The show explores wellbeing in all its dimensions — from self-awareness and personal growth to money, investing, and everyday lifestyle. Through thoughtful interviews and engaging conversations, Michelle speaks with experts and changemakers on living and ageing well, while helping you discover new ideas — from great books on READ and inspiring voices on INFLUENCE, to practical financial insights on MONEY AND ME.

In a fast-moving world that can often feel overwhelming, Live Well offers a refreshing counterpoint — with insights, ideas and stories that help you feel informed, empowered and ready to take on the day.

Start your day on a positive note with Live Well with Michelle Martin.
The show explores wellbeing in all its dimensions &mdash; from self-awareness and personal growth to money, investing, and everyday lifestyle. Through thoughtful interviews and engaging conversations, Michelle speaks with experts and changemakers on living and ageing well, while helping you discover new ideas &mdash; from great books on READ and inspiring voices on INFLUENCE, to practical financial insights on MONEY AND ME.
In a fast-moving world that can often feel overwhelming, Live Well offers a refreshing counterpoint &mdash; with insights, ideas and stories that help you feel informed, empowered and ready to take on the day.