The Customer Experience Renaissance: AI beyond internal efficiency
Steven Van Belleghem, Nexxworks
We are living in an era that I like to call the Customer Experience Renaissance. A period in which technology – and artificial intelligence in particular – is fundamentally reshaping the way companies work and communicate. However, in my daily conversations with managers and leaders, I keep noticing something: we too often view AI through an internal lens.
We talk about how AI can make our processes more efficient, how it can help us save costs, how we can produce reports or generate content faster. All useful, but this is only one side of the story. The forgotten side of AI is its impact on customer behaviour. Because meanwhile, the way consumers make decisions is changing faster than ever.
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