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Keywords: Service experience
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Journal Articles
The channel to autonomy: Understanding different level of AI agency in the service experience
Available to Purchase
Journal:
Strategic Direction
Strategic Direction (2026) 42 (2): 30–31.
Published: 12 March 2026
... and places the articles in context. Findings This paper identified the different levels of AI agency within the service experience. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information...
