{"id":1954,"date":"2023-11-20T19:51:01","date_gmt":"2023-11-20T17:51:01","guid":{"rendered":"https:\/\/sahfy.net\/news\/?p=1954"},"modified":"2023-11-20T19:51:01","modified_gmt":"2023-11-20T17:51:01","slug":"ai-has-the-potential-to-redefine-the-customer-experience-but-challenges-remain","status":"publish","type":"post","link":"https:\/\/sahfy.net\/news\/?p=1954&lang=en","title":{"rendered":"AI HAS THE POTENTIAL TO REDEFINE THE CUSTOMER EXPERIENCE, BUT CHALLENGES REMAIN"},"content":{"rendered":"

Artificial intelligence (AI) has the potential to transform the <\/span>customer experience, said a panel of leading experts during a special reception hosted by Arabian Gulf Business Insight (AGBI) at the Capital Cub Dubai, DIFC, on 15 November.<\/span><\/p>\n

The exclusive, invite-only event welcomed an audience of senior business leaders from across the UAE to explore emerging trends, opportunities, and challenges brought on by the advancement of AI, as well as the best ways for businesses to navigate its wide-spread influence on people, processes, products, and productivity.<\/span><\/p>\n

The discussion was led by Michael Bayler, a sought-after strategy consultant and author, who was joined by a panel of international AI specialists \u2013 including Mario Rizk, a principal in Oliver Wyman\u2019s Digital Practice; Jessica Groopman, a respected Silicon Valley-based analyst; Professor Neil Maiden, the current director of the UK\u2019s National Centre for Creativity enabled by AI (CebAI); and Noel Tock, a technologist and founder of digital experience agency, Human Made.\u00a0<\/span><\/p>\n

In their discussion of key narratives framing public perception of AI in the workplace, the panellists identified customer experience (CX) as a key field that would undergo a transformation thanks to AI, notwithstanding the challenges of aggregating a single organisation\u2019s huge volume of data into a single platform, and associated data security challenges.<\/span><\/p>\n

\u201cI think it\u2019s very tempting to replace individual pieces of workflows with AI, and this is not necessarily the best outcome for customers,\u201d said Noel Tock, who counts AirBnb, TechCrunch, and Siemens among his agency\u2019s clients.<\/span><\/p>\n

\u201cWhat is the best outcome for customers? Being able to send the right message, to the right person, at the right time.\u00a0<\/span><\/p>\n

\u201cThere\u2019s a great opportunity [with AI] to go back to the first principles of what is your ideal customer, who are they, spending time with them, and then working back from there.\u201d<\/span><\/p>\n

Michael Bayler agreed, citing the $600 billion value of the global CX market.\u00a0<\/span><\/p>\n

\u201cAnticipating a possible customer need, looking at where customers are in context, and then being able to feed them real-time solutions [is key] to data and digital customer service, but there are basic fundamental attitude problems to resolve in the customer service market before we can move forward,\u201d he said.\u00a0<\/span><\/p>\n

Jessica Groopman highlighted other narratives that will shape the CX space, including acceleration and building, as well as their combined impact on democratisation of knowledge at an organisational level.<\/span><\/p>\n

Mario Rizk added: \u201cThere\u2019s a new set of algorithms around large-language models, and consumer expectations\u2026and experience will change, and this change will drive product and market change. At the same time, there are conversations around how to resist the rabbit hole of AI. This is the concern.\u201d<\/span><\/p>\n

The solution doesn\u2019t lie in resisting AI, though, but in learning to leverage its capabilities to foster creative problem solving across business operations.\u00a0<\/span><\/p>\n

\u201cCreativity and creative problem solving isn\u2019t something that happens occasionally,\u201d said Professor Neil Maiden.\u00a0<\/span><\/p>\n

\u201cIt\u2019s embedded in the world. Combining generative AI technologies with machine learning, creative search, and old fashioned, symbolic AI enables us to come up with new architecture that can deliver augmentations to creative problem solving.\u00a0<\/span><\/p>\n

\u201cWhat we\u2019ve done is bring all these technologies together to prompt business leaders to be more creative and solve problems in more creative ways.<\/span><\/p>\n

\u201cCreativity is often seen as a trade-off with productivity, but our observation with these technologies is that there\u2019s a sweet spot with both,\u201d he added.\u00a0<\/span><\/p>\n

As AI continues to drive new approaches to creativity within business, individuals need to maintain their sense of purpose, agreed the panellists.\u00a0<\/span><\/p>\n

\u201cThere\u2019s something fundamental about how we define ourselves. Often, an idea we generate is the extension of ourselves. So, it\u2019s really important [with the adoption of AI] that ownership remains with the people,\u201d said Professor Maiden.\u00a0<\/span><\/p>\n

This sense of purpose needs to extend beyond the individual to the organisation, with leaders carrying the responsibility of redefining corporate identity, echoed Bayler.<\/span><\/p>\n

He added: \u201cThe incredible lack of leadership and what corporate purpose means has to be resolved, and there needs to be greater stewardship of purpose. The real question isn\u2019t \u2018what is your AI strategy?\u2019, it\u2019s \u2018how is this strategy in service to our purpose?\u2019 Purpose should be the primary lens through which we interrogate our approach.\u201d\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Artificial intelligence (AI) has the potential to transform the customer experience, said a panel of leading experts during a special reception hosted by Arabian Gulf Business Insight (AGBI) at the Capital Cub Dubai, DIFC, on 15 November. The exclusive, invite-only event welcomed an audience of senior business leaders from across the UAE to explore emerging […]<\/p>\n","protected":false},"author":3,"featured_media":1955,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tdm_status":"","tdm_grid_status":"","footnotes":""},"categories":[39,168,19,130,87,15,27],"tags":[2818,2414,2814,2304,2816,365],"class_list":["post-1954","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-economy-en","category-country","category-events-en","category-featured-en","category-gcc-en","category-press-releases","category-technology","tag-arabian-gulf-business-insight","tag-artificial-intelligence","tag-customer-experience","tag-event","tag-michael-bayler","tag-uae"],"yoast_head":"\nAI HAS THE POTENTIAL TO REDEFINE THE CUSTOMER EXPERIENCE, BUT CHALLENGES REMAIN - sahfy<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sahfy.net\/news\/?p=1954&lang=en\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI HAS THE POTENTIAL TO REDEFINE THE CUSTOMER EXPERIENCE, BUT CHALLENGES REMAIN - sahfy\" \/>\n<meta property=\"og:description\" content=\"Artificial intelligence (AI) has the potential to transform the customer experience, said a panel of leading experts during a special reception hosted by Arabian Gulf Business Insight (AGBI) at the Capital Cub Dubai, DIFC, on 15 November. 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