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AI, architecture, and human judgment in CX - Interview with Anshuman Singh of HGS Europe
Today’s episode of the Punk CX podcast features a chat I had with Anshuman Singh, CEO of HGS Europe, a user-centric technology services partner delivering Intelligent Experiences with AI, automation, and human expertise across global enterprises. Anshuman joins me today to talk about how AI’s failure mode is architectural, not a technology gap; why the statement “AI handles the routine work, humans handle the judgment calls” is true but incomplete; why AI isn’t inherently cheaper than a human; and why we are at risk of no longer teaching anyone to build and what the implications of that are…
The skinny
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