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1、From AI to AX:Empathy Demand in the next generation of AI-powered servicesHuman SignalsOctober 2025ContentsIn this editionPageIntroductionWelcome to Human Signals03PrefaceAI to AX:Empathy demand in the next generation of AI-powered services04Section 1The leadership perspective:Themes and insights 09

2、Section 2 Welcome to the future13Section 3The customer perspective:Themes and insights15Section 4Practical design principles for AX24Section 5Announcing our AX Accelerator Lab36AppendixNotes from the field39Human SignalsPowering Transformation with Insight and EmpathyEY Studio+creates transformative

3、 experiences that move people and shape markets.Our solutions work at the intersection of creative design and commercial insight,powered by cutting edge technology to drive real business value in a captivating way.We reimagine customer centricity and shape new possibilities at scale,drawing on EYs f

4、ull spectrum of services,sector insights and diverse ecosystem partners.3To begin,we pose a provocative question.Would you trust AI to make the most important decisions in your life?Its reasonable to feel a strong response to this question.Many people will naturally believe they need a human expert

5、to listen,provide perspective,and help steer them through their most critical moments and decisions.But as artificial intelligence(AI)becomes woven throughout the services that shape the quality of our lives our money,healthcare,education,transport,energy and beyond how might this technology change

6、how we approach decisions?How will we develop confidence,and trust,in AIs ability to help us make better decisions?Many organizations that provide the crucial services underpinning our prosperity are rapidly seeking to understand how AI technology can automate and redefine the delivery of service ex