“Experience is the product
Organisations with a high Net Promoter Score consistently outperform competitors across a number of metrics, including customer lifetime value. Experience isn’t a by-product of AI; it must be the central measure of success.
AI should be deployed to radically improve the experience of both customers and employees rather than simply driving productivity gains. The ability to create interactions that are compliant by design and truly serve customer needs across products, channels and ecosystems will set the benchmark for satisfaction and loyalty.”