Training your people is not enough. And neither is training your AI. There's a conversation happening in every boardroom right now. Skills. Capability. How do we upskill for the new world of work? How do we prepare our teams? It's the right question. But it's incomplete. Because whether the agent delivering your customer experience is human or AI — the process underneath is what determines the outcome. Your frontline staff can be brilliant. Empathetic. Well-trained. But if th