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Sponsored Artificial Intelligence: A Modern Approach, Global Edition Artificial Intelligence: A Modern Approach, Global Edition

Author

Ashish Malik

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2 papers indexed here

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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
Jul 2026

Ethically Designing Customer and Employee Experiences in the Age of AI and Knowledge Automation

This study examines how organizations design and implement ethical AI systems to enhance customer and employee experience (CX and EX) while navigating concerns around transparency, autonomy, and trust. Drawing on stakeholder theory and socio-technical systems theory, we conducted qualitative multi-case study across fou...

S. Nayak, Ashish Malik, Pawan Budhwar · 0 citations

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