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TNW Conference - How the Softer Side of AI Will Unlock the Power of DCX

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May 24 and 25, 2018, Amsterdam, The Netherlands: the future of technology was there, at the TNW Conference 2018, the award-winning 2-day European festival dedicated to innovation, marketing, communication, and creativity.

With 19 tracks of content, a huge variety of topics was covered: Artificial Intelligence, Machine Learning, and Deep Learning changing companies' businesses; Design thinking transforming our work and helping us solving complex problems: new Marketplaces growing retailers' e-commerce exponentially; Virtual and Augmented Reality making physical and digital objects coexist simultaneously; and many others.

In this wide range of specialties, what are the key insights for the digital experience leaders? Here are the three main trends we have observed.

Artificial Intelligence will turn into Emotional Intelligence
Opening the 'Machine: Learners' track, Cassie Kozyrkov, Chief Decision Scientist at Google, shares her thoughts on the decision intelligence engineering, the emerging discipline that focuses on using ML and AI to improve companies’ businesses.

In a statement, she has captured the attention of the entire audience: 2030 will be the age of emotional intelligence. The Human-AI symbiosis that will take place in the next years will shape the way brands connect with customers across all digital and physical touchpoints, making their relationship closer, personal and intimate.

That will become possible thanks to the ability for Machine Learning and Deep Learning to foster and advance brands' social skills, enabling them to change their communication style depending on what customers’ emotions and reactions are.

If the customer is in a hurry and impatient, or anxious and stressed out, brands will be ready to deliver a different experience than if s/he's calm and relaxed; just like a good seller does when dealing with customers in the store.

Context-aware Artificial Intelligence unlocks the power of Customer Experience
In a world where customer expectations are constantly evolving, 89% of companies believe that customer experience will be their primary basis for competition (Gartner, 2015). That is how Adrian McDermott, President of Products at Zendesk, started what has been one of the most eye-opening speeches of the event.

Artificial Intelligence solutions can help companies to increase customer satisfaction by providing:

- Automation, which removes repetitive work - think of an answer bot instead of a customer service professional).
- Recommendation, that uses content cues to inform decisions customers make - by offering, for example, the right information and help at the right moment.
- Prediction, able to spot trends that humans can’t see - such the expected customer satisfaction, the probability that a customer will become loyal to your brand, or that s/he will recommend your product to others.

Over the coming years, these three AI-based levers will allow leading companies to:

- Embrace a people-first approach, which means, capturing the customer behind the analytics and beyond purely objective data such as demographics.
- Adopt a growth mindset, by figuring out what their customer segments look like and A/B testing what kind of interactions they should activate across those segments.
- Deliver seamless omnichannel experiences and context-based conversations with customers, to close the gap with customers' habits and make them live comprehensive shopping experiences.

Digital communication will move to dialogue
By 2020, the average person will have more conversation with their bot than with their spouse (Gartner, 2016). What is certain is that, within the next few years, having a bot in your app and website will go from being an optional nice-to-have to an essential must-have.

If misdesigned, however, you’ll have a frustrating user interface that will drive your customers away, explains Purna Virji, Senior Manager of Global Engagement at Microsoft. Convinced that we can do much better than state of the art, she reveals us the key principles of designing conversational AI; those that she calls the "4 C's":

A. Clarity.
Mind your language, create a conversational flow and see what sounds natural. To avoid "robotic" perceptions, write for the ear and not for the eye, as the right words to create engagement and trust are not those beautiful to read but those that are nice to hear.

B. Character.
People prefer a virtual agent with an easy-to-perceive personality: it can be warm, formal, or even funny ... For example, if a customer says “thank you” at the end of a conversation, a professional bot will reply “you’re welcome,” while a more empathic bot can answer “you bet!”, and a very friendly one can say “no prob.”

But be careful: do not fall into the trap of turning the bot into a fake human. The goal isn’t for the customer to think they’re talking to a real person, so it’s best if the bot is easy to get to know, with a specific personality, but still clearly a bot.

C. Compassion.
Stepping into your customers’ shoes and making your user interface better understand and resonate with them is probably the most struggling point for today's bots. Think, for example, of their common reactions to small talk.

Even though encountering small talk is pretty common for a bot, that's where conversation often breaks. Quite simply, if a customer says "tks" instead of "thanks" it is pretty common to see the bot reply "Sorry. I do not understand”. Thus, building small talk scenarios becomes essential to avoid the embarrassing “Sorry I don’t understand.”

D. Correction.
There are lots of ways to correct an error without having to say "Sorry." One possible strategy, which also promotes sales, is to offer alternatives: if a customer asks for ordering red tulips, but these are unfortunately out of stock, instead of saying "Sorry, we are out of stock of red tulips" the bot can reply "We’re out of red tulips, would you like yellow or orange tulips instead?". After all, is that not what a good seller would do?

To conclude, this year's edition of the TNW Conference has given us significant insights that we can bring to the Digital Customer Experience environment. If “the world is machine readable,” as stated by Kevin Kelly, Co-founder of WIRED, during his compelling speech, we can add that it should be the same for customers, and for the way they think, feel and behave towards brands.

But - citing McDermott's words - “Oil has no value as you can’t extract energy from it. The same is for data. They have no value as you can’t extract knowledge from them.

That is why companies need to learn how to use Artificial Intelligence solutions to understand who their customers truly are, and thus build better products and experiences, designed for humans.

 

Download The 7 Pillars Of The New Customer Loyalty to define the foundations on which to build your engagement and loyalty strategy, create innovative experiences and establish a lasting and valuable relationship with your customers.

The 7 Pillars Of The New Customer Loyalty

 

Topics: Artificial Intelligence digital transformation psychographics

MIT Predicts The 10 Breakthrough Technologies For 2018

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When you talk about the future of technology, you have two different approaches. The first one is to look into the distance the way Sci-Fi writers do, working with the imagination to push the boundaries of what the human mind can create.

The second approach is to aim at a closer target, looking at what is already going on. This is exactly what the MIT does with its annual prediction of the 10 breakthrough technologies that will lead the evolution of business and society, starting from today.

The list has been published in the recent March/April release of the MIT Technology Review magazine, the reference point for everyone interested in knowing what’s coming next. This top 10 includes the technologies believed to make the most impact over the next 12 months.

"This is our attempt to alert our readers: These are the technologies that you really need to or should pay attention to next year, and also going into the next few years," MIT Tech Review's editor David Rotman told Business Insider.

What does it mean ‘breakthrough’? Scrolling through the previous 17 editions of the list, you can find a few key benchmarks for defining this term: mass commercial use, foreseeable mass commercial adoption and, most of all, the profound impact on our lives.

With the words of Gideon Lichfield, editor in chief of MIT Technology Review, “our annual list of 10 world-changing technologies invariably defies attempts to find an overarching theme. But a look back at the past few years shows a trend: we’re including more and more advances in artificial intelligence”.

There is no doubt that the AI will play - and is already playing - a huge role in the development of many aspects of our lives: the way we communicate and build relationships; how we work and find jobs; the strategy of businesses and organizations; how we take care of our health; the way Brands personalize the customer experience to appeal people's uniqueness.

3D METAL PRINTING

While 3D printing has been around for a while now, printing objects in other materials than plastic has been quite a dream (an expensive one). Now we are moving towards the ability to create large, intricate metal structures on demand; something that could revolutionize manufacturing, a new era for the 4.0 Enterprise.

ARTIFICIAL EMBRYOS

With the embryos, we face a topic hotly debated for its ethical and philosophical problems. And yet the research is moving faster than legislation and political debate. For the first time, researchers have made embryo-like structures from stem cells alone, without using egg or sperm cells, thus providing a new understanding of how life comes into existence.

SENSING CITY

For years we have heard about the smart city, but it is now time for an even smarter smart city. In Toronto, Alphabet’s Sidewalk Labs are already implementing sensors and analytics in order to rethink how we build and live cities. Sensing cities could make urban areas more affordable and citizen’s friendly.

AI FOR EVERYBODY

Artificial Intelligence is the next big thing in technology; there is no doubt about that. The only brake to its full application has always been the high costs of development. But now cloud-based AI is making the technology cheaper and easier to use, opening the market to many more companies.

DUELLING NEURAL NETWORKS

Right now the Artificial Intelligence can learn and identify things based on the processed data, but what if it could also have an ‘imagination’? Companies such as Google Brain, DeepMind and Nvidia are now matching two AI systems that can help each other to create original images, and generate something akin to a sense of imagination.

BABEL FISH EARBUDS

Google's omnipresence in this list shows that the company is not ‘just’ a search engine anymore. The Pixel Buds show the promise of near-real-time translation. The technology is still young and clunky, but it could help overcome the barrier of communication in an increasingly global world (in the wake of The Hitchhiker’s Guide to the Galaxy).

ZERO-CARBON NATURAL GAS

The brand new smart city requires a different approach to energy supply and distribution. The answer could be in a new approach to natural-gas plants, made to efficiently and cheaply capture carbon released by burning natural gas, thus avoiding greenhouse emissions.

PERFECT ONLINE PRIVACY

The most urgent issue of the digital era is the use (and abuse) of personal information. As shown by the Cambridge Analytica affair and the GDPR legislation, the road to the perfect online privacy is still long, but blockchain could help to make it faster. Computer scientists, in fact, are perfecting a cryptographic tool to carry out transactions without revealing any more information than necessary.

GENETIC FORTUNE-TELLING

Our destiny is written in our genes. This is science, not science fiction. The study of the genome can help scientists understand and predict diseases and human traits. DNA-based predictions could be the next significant public health advance, but will also pose an ethical problem. Will the next evolution of discrimination be based on genetics?

MATERIALS’ QUANTUM LEAP

What is the next step in the evolution of computing? Quantum computing seems to be the correct answer, as recently shown by the use of a quantum computer to model the electronic structure of a simple molecule. Understanding molecules will allow chemists to design more effective drugs and better materials, but the prospect of a new wave powerful computers comes with a question: What should (and could) we do with so much power?

Photo by Billy Huynh on Unsplash

Download The 7 Pillars Of The New Customer Loyalty to define the foundations on which to build your engagement and loyalty strategy, create innovative experiences and establish a lasting and valuable relationship with your customers.

The 7 Pillars Of The New Customer Loyalty

Topics: digital transformation Machine Learning Artificial Intelligence Google

Soft Skills are the New Core Skills - and Technology Can Hire Them

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Mark Murphy, the author of Hiring For Attitude, leadership trainer and CEO of Leadership IQ, has trained companies like Microsoft and IBM. In one of his research he tracked 20,000 new hires, and found that 46% of them failed within 18 months.

Even more shocking than the failure rate was the fact that 89% of the time it happened for attitudinal problems towards work and colleagues, and only 11% for lack of expertise. The attitudinal deficits included low levels of emotional intelligence, motivation, and temperament.

In today's fluid and interpersonal workplaces, skills such listening and learning from criticism, collaborating with others, working under pressure, presenting ideas effectively, and a having a positive, flexible attitude become all vital qualities for career success.

And while studying takes us on a path towards acquiring those hard, technical skills that we need to manage our job operationally, soft skills have little to do with knowledge or expertise. They are closely linked with our character.

As a combination of social competences, communication abilities, and emotional intelligence, soft skills are the spearhead of our inner nature and a direct result of our personal inclinations, which can strengthen or weaken them.

Some personality traits, in particular, have proven to be strong predictors of career success, leading to superior performances in general people’s working lives and within different jobs.  

Let’s look at two important - yet not so well-known - personality traits: Internal Locus of Control, the key to success in any work environment; Need for Closure, which can have a different impact in various job functions.

Locus of Control

Locus of Control is our tendency to believe that 'control' resides internally within us, or externally, with others or the situation.

Individuals with an internal Locus of Control (called "internals") feel that they are in charge of their life and have primary responsibility for their actions, whether they are successes or failures.

Individuals with an external Locus of Control (called "externals") tend to feel more vulnerable and view themselves as victims of circumstances, fate, luck, and the influence of other people. They are more likely to make excuses or blame other people, events, or things, rather than taking responsibilities.

Having an internal Locus of Control is a source of energy, motivation, and confidence, which represents an advantage at all levels within an organization in many areas and situations. For example:

Effective Leadership. An "internal" leader is more likely to be favored by group members. One reason is that "internals" are perceived as more influential than "externals" because they take responsibility for events, emphasizing that they can change unfavorable conditions.

Taking the Initiative. Effective managers demonstrate a strong self-efficacy and an internal Locus of Control when they take steps to circumvent obstacles, actively seek information to solve problems, and usually initiate action, rather than waiting for things to happen.

Occupational Well-being. Amongst other things, Locus of Control is found to be a strong predictor of occupational health, and 'internal' employees show higher levels of job satisfaction and lower levels of job insecurity.

Need for Closure

Need for Closure (NFC) describes people's desire for a firm answer to a question or an issue and an aversion toward ambiguity.  

A person with a high NFC prefers order and predictability and, in uncertain situations, tends to seek closure urgently. In contrast, a person with a low NFC tends to tolerate more, or even to look for the fluidity of uncertain situations.

In business and management, this personality trait has significant implications. For example:

Decision Making. Employees' level of NFC can serve as a useful criterion to select decision makers in organizations, by identifying the decision-making style that fits better with a job function. People with a high NFC prefer to think about black-or-white solutions and simplified dichotomization. They are more willing to make instant decisions, whereas people with a low need for closure prefer to postpone decisions and carry out a more in-depth evaluation, even if it takes extra time.

Leadership Behavior. Experimental findings have highlighted that individual differences in the desire to reduce uncertainty affect people's leadership style. For example, supervisors that are high on NFC tend to show an autocratic leadership and a preference for 'hard power' tactics of social influence, whereas 'soft power' tactics are those that managers with a low NFC value most.

Coping with Change. Because of their desire for stability and permanence, people with a high NFC feel uncomfortable with change. They are also more resistant to changing their minds and yielding to persuasion attempts. For example, high NFC levels are associated with political conservatism, an ideology whose core definition involves resistance to change.

Personality assessments have always been a common practice amongst large companies, to identify peoples' strengths and weaknesses and help HR managers decide whether or not an employee is a good organizational fit. To this end, traditional paper-based and web-based questionnaires are still today the primary tool used by companies.

Technology, however, is changing the face of the HR world by progressively, but rapidly, automating processes on previously unimaginable scales. Today's softwares can do much more than grade multiple-choice questions to measure people's technical skills.

With natural language processing and machine learning algorithms analyzing things like keywords, intonation, and body language, it becomes possible to capture more intangible human qualities. This data can then be used to create a psychological profile that allows HR managers to predict whether a person's attitudes fit with the company’s culture, values, and desired behaviors.

For the past year, the consumer-goods giant Unilever - for which about 170,000 employees work worldwide - has been using artificial intelligence to screen all its entry-level employees, and neuroscience-based games to measure their inherent traits. The company needed to renew itself, and transforming new talent recruitment by digitizing the first steps of the hiring process was a great way to do so, says Mike Clementi, VP of human resources for North America.

More and more, it has become clear that Artificial Intelligence not only improves the work processes of employees by automating time-consuming daily tasks; it is revolutionizing the HR world at all stages. Let’s look at some of them:

Hiring Process. By scanning resumes, machine learning algorithms can do initial screenings to identify the best candidates, eliminate unqualified prospects, and then create shortlists that can be organized based on specific skills, keywords or employment history.  

Training Methods. By recording how an employee is responding to an ongoing training program, AI can help HR managers to better tailor future training sessions to each worker.

Performance Evaluation. By analyzing productivity data, AI can help to measure how well an employee is performing, thus becoming a supplemental tool to management decisions.

Turnover Prediction. By analyzing employee engagement data, gathered from quantitative surveys or qualitative methods, AI can determine an employee’s level of commitment or satisfaction, and better predict if he or she is at risk of leaving. That allows HR managers to decide whether to adopt some backup retention measures or provide new growth opportunities.

There have been great strides in the HR world, since technology was usually seen simply as a tool to streamline technical procedures. A turning point comes when AI applications are increasingly expanding from specific standardized, low cognitive demand tasks, to typically human jobs, such as discovering the human side of employees, from their temporary feelings and emotions to their stable personality traits.   

We cannot predict the future of HR with a 100 percent certainty, but what we can see is undoubtedly a world where technology will embrace more and more the human side of people.

Photo by Larm Rmah on Unsplash

Download The 7 Pillars Of The New Customer Loyalty to define the foundations on which to build your engagement and loyalty strategy, create innovative experiences and establish a lasting and valuable relationship with your customers.

The 7 Pillars Of The New Customer Loyalty

Topics: Artificial Intelligence Human Capital Management Employee Engagement Machine Learning psychographics

What Are The Top Priorities When You Invest In Experience Strategy?

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Customer experience is one of the most used keywords to define what is happening to business in recent years. Today, the DCX is clearly a priority, but you need to understand how to invest in it to prevent it has not a real impact on your strategy.

What are the top priorities when you start investing in the creation of the best possible experience? Tricky question, especially if your objective is to deliver relevant, personalized experiences. One hint? Start with improving the relationship.

Over the last two years, we have repeatedly referred to a series of statistics by Gartner, still valid today: 89 percent of companies expect to compete mostly on the basis of customer experience, that will eventually overtake price and product as the primary pillar of differentiation between Brands.

By 2018, more than 50 percent of organizations will redirect their investments to customer experience innovations. Where should you start? One thing is sure: doing things the way you have always done them or relying on old marketing practices will not solve a completely new set of problems.

From the very first day Internet entered our houses and smartphone took its place in our hands, the experience has become “the experiences”. Digital technologies multiply the points of contact between a brand and a customer and disrupt the concepts of space and time when it comes to the buying process.

The DCX is the result of all interactions a customer has with your organization and its products or services over a specific period of time. The entirety of these different experiences defines the overall relationship, in terms of intensity, relevance, and duration.

When it comes to planning new investments, the focus is usually on the inside: policies, restrictions, roles, and everything that could put the sticks between the wheels. This is important to highlight some key relationships (i.e. with investors, employees, partners).

We know, however, that - in order to be successful - a marketing strategy must start with the customers, their journeys, and touchpoints. The ability to step into your customer's shoes and adopt a holistic approach to the experience strategy is essential to overcome the limitations of siloed departments.

Yet despite all the customer-centric statements and the alleged obsession for customers, few companies actually have a long-term vision that aligns the planning and management of the experience with a business strategy that connects the various departments into a coherent unity.

In a recent report, Altimeter unveiled this discrepancy between what the Brands think they are doing and what is ultimately perceived by the customer:

Experience is thus not about unicorns, rainbows, or soft fuzzy ideas. Instead, it is about a shared value proposition with customers that aligns to your business. (..) Experience is the mechanism through which your business strategy and brand value proposition are activated with customers.

A successful and relevant experience can happen only “when customer experience strategy focuses on and is measured by the strength and nature of the customer relationship. (...) In the end, you can only satisfy people if you deliver what it is that they want, at the time they want it, understanding what is relevant to them at that particular time and place.

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In digital markets, the most precious resource is time. The smartphone enables new behaviors and unlocks access to a persistent source of information. “That little device is enabling new ways of doing and learning things. It is helping us discover new ideas and new businesses. It is helping us manage our to-dos, tackle our problems, and inspire our plans.” (Google)

Anything can happen anytime, anywhere, and the Micro Moments have become the new battleground. Be There - Be Useful - Be Quick: this is the karma for the new era of customer relationships. If you do not show up, you lose. If you do not deliver contents relevant to the context, you lose. If you are slow and reject the changes, you are wasting resources.

So, now that you are all set and ready to invest in the future of your business, what are the areas you should focus on? We see a few priorities that define the quality of your next generation experience strategy.

CONTEXTUALIZATION

Customer experience defines the success of your organization. To build relationships that are relevant and drive sales, you must understand customers and connect with them on a personal basis. Understanding is the first step of the new marketing funnel, the ground where you build engagement and ongoing customer loyalty.

Today, there is no content without context. And the context implies not only the location or the devices used but also - and especially - the behavioral and emotional peculiarities of each customer. The psychographic profile will tell you everything you need to know to tailor experiences to the emotional preferences of your customers.

PREDICTION

To develop a strategy you always start by understanding where you and your customers already are. Digital technologies generate an enormous amount of data that you can use to extract relevant insights about your Brand and how you preside the touch points of the customer journey.

The Big Data, however, can be overwhelming. They are often too abstract and unrelated to the context. The relations in data are more important than the data itself, so you should adopt a ‘Small Data’ approach and leverage on technologies (i.e. machine learning) to predict the evolution of markets and the results of your investments.

AUTOMATION

The demand for faster responses generates the need for automation. The spread of smart connected machines makes it possible to automate every aspect of your organization, from the internal and productive processes to the relationship with stakeholders, employees, and customers.

The Internet of Things, fueled by the advancements in the Artificial Intelligence, creates a network of smart objects that can communicate without the human intervention. The future of manufacturing (Industry 4.0) and retail lies in the automation, and so does customer support (just think about chatbots, conversational interfaces, and the New Voice of Customer).

Now it is your turn. What are your top priorities? What are the pillars of your customer experience strategy?

Photos byTodd Diemer and Denys Nevozhai on Unsplash

Download The 7 Pillars Of The New Customer Loyalty to define the foundations on which to build your engagement and loyalty strategy, create innovative experiences and establish a lasting and valuable relationship with your customers.

The 7 Pillars Of The New Customer Loyalty

 

Topics: Internet of Things Artificial Intelligence Machine Learning Digital Customer Experience

How Artificial Intelligence Is Disrupting Your Organization

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Whoever reads a science fiction novel ends up thinking about smart machines that can sense, learn, communicate and interact with human beings. The idea of Artificial Intelligence is not new, but there is a reason if big players like Google, Microsoft or Amazon are betting precisely on this technology right now.

After decades of broken promises, the AI is finally reaching its full potential. It has the power to disrupt your entire business. The question is: How can you harness this technology to shape the future of your organization?

Ever since the human has learned to dream, he has dreamed about ‘automata’, objects able to carry out complex actions automatically. The mythologies of many cultures - Ancient China and Greece, for example - are full of examples of mechanical servants.

Engineers and inventors in different ages attempted to build self-operating machines, resembling animals and humans. Then, in 1920, the Czech writer Karel Čapek used for the first time the term ‘Robot’ to indicate artificial automata.

The rest is history, with the continuing effort to take the final step from mechanical robots to intelligent machines. And here we are, talking about a market expected to reach over five billion dollars by 2020 (Markets & Markets).

The stream of news about the driverless cars, the Internet of Things, and the conversational agents is a clear evidence of the growing interest. Behind the obvious, though, we can find more profitable developments and implications for the Artificial Intelligence.  

Back in 2015, while reporting our annual trip at the SXSW, we said that the future of the customer experience goes inevitably through the interconnection of smart objects.

The AI is a top choice when talking about the technologies that will revolutionize the retail store and the physical experience we have with places, products, and people.

The hyperconnected world we live in has a beating heart of chips, wires, and bytes. This is not a science fiction scenario anymore; this is what is happening, here and now, even when you do not see it.

The future of products and services appears more and more linked to the development of intelligent functions and features. Take a look at what has been done already with the embedded AI, that can enable your product to:

  • Communicate with the mobile connected ecosystem - Just think about what we can already do using Google Assistant on the smartphone, or the Amazon Alexa device.
  • Interact with other smart objects that surround us - The Internet of Things has completely changed the way we experience the retail store (and our home, with the domotics).
  • Assist the customer, handling a wider range of requests - The conversational interfaces, like Siri and the chatbots, act as a personal tutor embedded in the device.

As the years pass by, the gap between weak and strong AI widens increasingly. A theory revived by a recent report by Altimeter, not by chance titled “The Age of AI - How Artificial Intelligence Is Transforming Organizations”.

The difference can be defined in terms of the ability to take advantage of the data to learn and improve. Big data and machine learning, in fact, are the two prerequisites of the modern smart technology.

So, on the one hand, we have smart objects that can replace the humans on a specific use case - i.e. to free us from heavy and exhausting duties - but do not learn or evolve in time.

On the other hand, we have the strong AI, the most promising outlook: An intelligence so broad and strong that is able to replicate the general intelligence of human beings. It can mimic the way we think, act and communicate.

The “pure AI” is aspirational but - apart from the Blade Runner charm - this is the field where all the tech giants are willing to bet heavily. The development and implementation of intelligent machines will define the competitive advantage in the age of AI.

According to BCG, “structural flexibility and agility - for both man and machine - become imperative to address the rate and degree of change.” As you can see in the following graph, you should look at the AI through four lenses:

  • Customer needs
  • Technological advances
  • Data sources
  • Decomposition of processes

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First things first. It is important to incorporate the technological advances, gather the different data sources, and map the different processes involved. However, it is way more important to start from the basics, the customers.

Many types of research tend to focus on the tech-side of the moon but there is something you should never forget: everything starts with the customer. This is the pillar of every organization, and it is not going to change because of smart machines.

Know your customer” means that you must to understand their needs, desires, pain points, and behaviors. Your business potential lies in the acknowledgment of the centrality of people.

The AI is a tool, not the purpose. The ultimate purpose is to create the best customer experience, blending technology and emotions so that you can engage your customers, monetize the opportunities, and increase the relevance of your brand.

Everything is connected to the customer:

The opportunity (and risk) of AI is not just in a device that will play a song or order tickets to a concert. The value of systems based on machine learning is based on their ability to sense, communicate, learn, act, and adapt over time and to connect with other systems that do the same so that they can anticipate and act on a range of needs - be they related to medicine commerce, service and support, or customer experience.” (Altimeter - The Age of AI)

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Now that the boundaries between what is human and what is artificial blur, there is one last element that you should never forget. The relationship with your customers is grounded in trust.

Transparency (in the use of data, in the management of the real-time interactions) is essential to win the distrust when the distinctions between human, AI-assisted, and AI interactions could very well disappear.

As Pedro Domingos, the author of The Master Algorithm, once said that the “Artificial Intelligence is not so scary as it seems when it translates into artificial smartness.” 

 

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Topics: Artificial Intelligence Machine Learning Innovation Digital Customer Experience customer engagement