There is no quick-fix to closing this expectation-reality gap, but the first step is to foster honest dialogue between teams. Then, business leaders can begin to democratize ML across the organization. Democratization means both technical and non-technical teams have access to powerful ML tools and are supported with continuous learning and training. Non-technical teams get user-friendly data visualization tools to improve their business decision-making, while data scientists get access to the robust development platforms and cloud infrastructure they need to efficiently build ML applications. At Capital One, we've used these democratization strategies to scale ML across our entire company of more than 50,000 associates.

A global Forrester study commissioned by LogMeIn has pointed to a widening gap between the leaders and laggards in customer experience (CX). CX has matured this year, according to LogMeIn, but at the same time the drive for digital transformation is now means some are making bigger moves towards data-based intelligence, including AI. The Forrester study, Short-Term Wins and Continuous Optimisation: The Roadmap To Customer Engagement Success, surveyed 463 global CX decision makers and found that the customer engagement maturity gap is widening as more channels emerge. Organisations must look to establish a foothold with artificial intelligence (AI) to accelerate their CX maturity, it suggests. Ryan Lester, senior director of customer experience technologies at LogMeIn, said that in a changing landscape of customer expectations and preferences, companies must be agile when it comes to their customer engagement strategy.

Most marketers are missing out by not collaborating with autonomous AI solutions. In this commissioned study conducted by Forrester Consulting on behalf of Albert, marketers will understand how to successfully implement AI to realize its full benefits as well as learn recommendations on maximizing the impact of AI. Once you've read this report, talk to us and learn how Albert can position you for success in a customer-led future.

Remember when traditional marketing was overwhelmingly successful? In an era of great innovation, marketing still largely operates with legacy mindsets and technologies. Time, however, isn't on the side of those who follow convention. Digital Darwinism is only accelerating, and those marketers who defy convention will shape the next generation. The good news is that natural selection favors anyone willing to learn and experiment.