AI Hype Cycle Is Over: 3 Ways AI Will Transform Customer Experience

Retailers are expected to spend 7.3 billion dollars on AI annually by 2022, according to a CapGemini Research Institute report. This investment is largely motivated by companies' interest in improving customer experience across all engagement points, including marketing, buying, and after-sales service. Eugenio Cassiano is the chief innovation officer for the SAP Customer Experience organization. He talked about three ways AI can deliver great customer experiences for retailers and other types of organizations. According to Cassiano, conversational AI is moving into the mainstream.