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Mastering AI in Customer Experience: Full Transcript

Full transcript from the Mastering AI in CX webinar with Tom Hewitson (General Purpose) and Rebecca Brown (Think Wow). Practical advice on AI adoption, prompting, journey mapping, and protecting vulnerable customers.

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Tom Hewitson Tom Hewitson

How to Adopt AI Without Abandoning Your Principles

AI isn’t coming – it’s here. The real question is how we use it responsibly. From bias to transparency, we explore what ethical adoption actually looks like in practice – and how teams can embrace AI’s potential without compromising on their values.

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Tom Hewitson Tom Hewitson

Why Companies Still Struggle to Scale AI

Why are so many AI projects stalling before they scale? From outdated systems to staff mistrust and rising costs, we break down the real barriers holding companies back. If your organisation is investing in AI but not seeing results, this is the read you need.

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Tom Hewitson Tom Hewitson

Fair Use or Free Ride? AI Copyright Law Just Shifted

AI is moving faster than the law but the legal tide is turning. We unpack what new rulings and regulations mean for businesses building or buying AI tools, and why transparency is quickly becoming a strategic must-have.

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Tom Hewitson Tom Hewitson

Advertising’s AI Hangover Starts Now

Back from Cannes Lions, our latest blog asks why so many agencies are still partying like it’s 2015 while AI quietly reshapes the foundations of advertising.

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