How AI Is Reshaping Customer Experience and Expectations ...

What this episode covers

Christian Terwiesch, Wharton Professor of Operations, Information and Decisions, discusses the evolving role of AI in customer service—highlighting the tension between cost reduction and service quality, the growing expectations of consumers, and the challenges of fully automating support without losing the human element. Hosted on Acast. See acast.com/privacy for more information.

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Frequently Asked Questions

How long is this episode of This Week in Business?

This episode is 9 minutes long.

When was this This Week in Business episode published?

This episode was published on June 25, 2025.

What is this episode about?

Christian Terwiesch, Wharton Professor of Operations, Information and Decisions, discusses the evolving role of AI in customer service—highlighting the tension between cost reduction and service quality, the growing expectations of consumers, and...

Can I download this This Week in Business episode?

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