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Author

Nhung Trinh

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Review Sep 2026

Connecting Customer and Employee Experiences through a Technologically-Mediated Knowledge Exchange

The rapid digitalization of organizations has transformed how knowledge is created, shared, and leveraged to enhance both customer experience (CX) and employee experience (EX). Advances in artificial intelligence (AI), analytics, automation, and digital platforms have increased opportunities for a technologically-media...

Mai Nguyen, Ashish Malik, Antti Lönnqvist et al. · 0 citations

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