Discussion Questions for the case "The Digital Transformation of CX at Albright Cancer Centers: 1. How did ACC utilize customer journey mapping to identify the key challenges faced by different caller groups? How can such a mapping process inform and shape the strategic decisions to enhance overall customer experience? 2. In the context of the case, how did Lisa Mitchell underscore the importance of inclusion and psychological safety when introducing AI-driven innovations? Why is it crucial for organizations to ensure an inclusive environment, especially when implementing technological changes? 3. What potential benefits can ACC derive from integrating advanced technologies like generative AI and sentiment analysis into their customer service? Conversely, what challenges might they face in the implementation and adoption of these technologies? 4. Dr. Rivera hinted at the possibility of replacing human customer service reps with AI systems like Air.ai. What are the ethical considerations and strategic implications of such a move? How should organizations balance efficiency gains from AI with potential loss of human touch and the implications for employee job security