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Now, generative AI places the ability to create and intelligently automate the customer expertise – in addition to internal operations – within the hands of practically each group. As has been the case for the past few years, there’s some overlap between these and my different predictions, which focus primarily on know-how. Simply put, it is because business developments right now are largely pushed by expertise. However, as we develop a better understanding of a expertise – synthetic intelligence being the obvious instance – we additionally understand what it is not. In 2024, this can lead to new perspectives on…