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      "text": "CRM = customer relationship management. 1. E.g., to enable natural-language-driven intent recognition and routing across channels; 2. E.g., effort scores, resolution triggers; Source: BCG-conducted expert interviews; BCG project experience; BCG analysis",
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      "text": "Build future-ready skillset, fill new roles, leverage AI for training, transform first-line interactions, manage demand, and rethink outsourcing.",
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