How can publishers use AI to improve customer experience?

InPublishing Editor James Evelegh asks Paul Hatch, Group Customer Director at Air Business:

• What is the opportunity for publishers?
• Why is customer experience a good candidate for AI?
• In which areas of customer experience does AI outperform humans?
• What is the optimum blend of AI and humans in customer services?
• How do you integrate AI into the customer experience without alienating subscribers?
•  What steps should a publisher go through when looking to use AI in their customer experience operation?
• What are the pitfalls to avoid?
• Can you give us your three top tips for integrating AI into customer services?
• What’s in the pipeline from Air Business?

This interview was recorded in November 2025.

Paul can be contacted by email: paul.hatch@airbusiness.com

Credit: James Evelegh, InPublishing (27.11.2025)