Artificial Intelligence (AI) and humans in Customer experience (CX)

AI is by far the biggest hype I have seen in my career, and for good reason. It could revolutionise customer experience at a time when experience and service are the final frontier in differentiation. In the entire digital transformation of the world, we are spending over $1.2 trillion next year, and $6 trillion over the next four years. Much of this spend will focus on technologies that allow the enterprise to differentiate in the market and deliver exceptional customer experience. An emerging Gen Z employee and customer base is changing engagement models with companies, using more channels and more self-service options.