How next-gen Customer Experience will be driven by AI and Digital Transformation - @KINSHIPd

We're moving into a more holistic digital transformation era, which requires the threads of data, data analytics, and artificial intelligence to be strung together. And all these threads need to be focused on delivering a transformative customer experience which attracts, converts and retains customers. "Digital transformation" initiatives at the edges are the stuff of marketing campaigns but they do nothing to support the digital experience at scale. In fact, once customers move beyond the "new mobile app" they are invariably disappointed by the clunky and clumsy lack of integration between the new experience and the legacy systems with which they still have to contend. The same applies to most artificial intelligence initiatives e.g.