Earlier this month, we invited Forrester Analyst, Brandon Purcell, to share his thoughts on practical AI applications in Customer Experience. The thought-provoking session included an interactive element; with Brandon inviting the audience to debunk certain AI myths.
“AI is best applied in bite-sizes rather than in a huge gulp – addressing a few key business objectives with AI for quick wins is far more likely to succeed than trying to make big organisation leaps.” – Sharifah Amirah, President, Intent HQ Americas
An exclusive invite-only event at the British Residence in New York, we were joined by executives from U.S telecoms and marketing services firms. Forrester CX & AI Principal Analyst, Brandon Purcell led the discussion, pointing to several recent successes and failures of AI applications, and discussed some “truths and lies” surrounding AI. Mr. Antony Phillipson, Her Majesty’s Trade Commissioner for North America and Consul General in New York was the host, and joined the engaging dialogue on demystifying AI and the reality of its potential applications.
Because a customer’s experience has now become more important than prices or products, the primarily Telco audience was interested in learning how AI can help create fabulous customer experiences. AI can enable insights from data and more effectively personalize experiences for customers. Brandon showed that AI can be applied successfully for important business goals, such as retaining customers and increasing revenue, and discussed how best to implement AI across the functional silos of a company.
In the Q&A, participants agreed that while technology is essential, organizational issues are often just as important to the implementation of AI-driven change.
Intent HQ President of Americas, Sharifah Amirah concluded the discussion saying, “AI is best applied in bite-sizes rather than in a huge gulp – addressing a few key business objectives with AI for quick wins is far more likely to succeed than trying to make big organisational leaps.”
Get in touch to discuss how we apply AI to help other Telcos like Telefonica O2 and Verizon.
The biggest problem that telecom operators face is keeping up with the demands of the connected customer. The bar isn’t being set by traditional competitors but by the renowned FANG (Facebook, Amazon, Netflix and Google) companies that have stolen wallet share and commoditised telcos’ offerings.
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