Customer needs evolve at a breakneck pace in the digital world. When the pandemic pushed companies to complete their digital transformation, brands focused heavily on addressing technical weaknesses and eliminating friction on digital platforms. A seamless digital journey was once a differentiator for businesses, but now it is a requirement—a baseline necessity. To gain a true competitive advantage in today's market, digital businesses must prioritize personalized experiences in their customer journeys. Personalization is the next "must-have" customer experience feature that will define 2022 and 2023. Read more about what global business leaders are saying about how to rise to the occasion and use new technologies to prioritize customization.
Many employees aren't equipped to evaluate or question the outputs they receive from AI. This article from MIT Sloan explains the risk of "rubber-stamping" AI outputs without understanding the rationale behind them, and outlines strategies for building explainability into workplace systems. Read the article to learn how your organization can build a culture that embraces AI without surrendering critical thinking. For guidance on making AI a trusted tool, contact Metisc. Read More...
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