The Future of Customer Experience Is AI: Are You Ready?

"Man and machine always get a better answer than man alone or machine alone." "The robots are coming, the robots are coming!" said my colleague and artificial intelligence expert Kimberly Nevala in a tongue-in-cheek teaser for her new ebook, "Making Sense of AI." In fact, in the context of digital transformation and customer experience, artificial intelligence (AI) already has a foot in the door. And that foot is poised to kick the door wide open. IDC predicts that by 2019, 40 percent of digital transformation initiatives will be supported by some sort of cognitive computing or AI effort.