Stop Slapping AI On Broken CX Processes

Why do we have more AI than ever, yet customer service feels increasingly "broken"? Raymond Davadass, CEO of Daythree and Chair of GBS Malaysia, reveals the "fragmentation trap" sabotaging large-scale operations. From why a misplaced comma can paralyse a bot to the 12-week design rule for AI deployment, we unpack why the industry is ditching "labour arbitrage" for a high-stakes play on data intelligence and human empathy.

Tune In To Find Out:

• The Orchestration Gap: Why having a "beautiful faucet" of technology is useless if your internal systems aren't talking to each other (and the airport chatbot story that proves it).

• The "Comma" Crisis: Why AI isn't a magic wand and how an uncleaned knowledge base leads to "hallucinations" and customer frustration.

• Human-at-the-Right-Time: The specific moment in a customer journey (like lost luggage) where technology must step back and let human empathy take the lead to save the brand.

• The New Litmus Test: Why "Headcount" is a dead metric and why "Revenue per Employee" is the new standard for the next decade of business process management.

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