Artificial intelligence: A new era for customer experience

Robert Schwartz and Carolyn Heller Baird, global leaders of IBM Institute, have conducted an executive report for Artificial intelligence (AI) towards customer experience.

AI is unleashing a new approach for customer experience (CX) strategy, design and development. The change has not been seen on this scale since the internet transformed print professionals into digital pioneers. But the timeline for evolution is far shorter than it was twenty years ago. Fifty percent of companies surveyed are already taking action to deploy AI, using it to quickly access insights and automate campaigns and processes. They can also embed it directly into new customer touchpoints. However, many companies have important capability gaps, and lack the strategy and skills needed to meet their AI aspirations. As a result, executives may be overestimating the ability of their organisations to make the shift.


Are you curious about how artificial intelligence is being used to drive customer experience?

Join AMI at Sunset Marketing on 19 September 2018 for networking, drinks and light refreshments as Jodie Sangster, Asia Pacific CMO Liaison Lead for IBM Watson Customer Engagement, leads a panel discussion around how AI is helping organisations win by delivering a personal, relevant and valuable experience to customers across each touchpoint.


Don’t miss out the opportunity to attend the event! 

Learn More


Can’t make it to the event? Here are the key findings:


To read more, download the full report here.


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