🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?...CHAPTERS0:00 Introduction2:34 Employee resilience in face of AI-driven change7:39 AI's role in customer service, balancing digital solutions with human touch14:31 Embracing flexibility and calculated risks in travel and customer experience18:55 1st Class Lounge21:27 AI bias, inclusion,...