AI case ROI for better customer experience

Most companies, if not all, are heavily investing in creating data and analytics teams and running numerous experimental Artificial Intelligence (AI) use cases. Some AI cases could be clearly linked to the forecasted returns and can have pretty straightforward Return-of-Investment (ROI) calculations. Other applications providing better customer experience (CX) are more complex and unpredictable, making it difficult to use typical ROI calculation methods. After all, CX is subjective and largely based on perception. For instance, using facial recognition for payments could provide a seamless customer experience for shoppers by reducing the checkout time and aiding the value proposition for more self-checkout lanes.