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Will generative AI solve the CX industry’s omnichannel problem?

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For decades, contact center and CX organizations have strived to become “omnichannel.” Rather than force customers into interactions dictated by the company, an omnichannel system enables customers to engage with a brand on their channel of choice when, where, and how they prefer. And that’s much easier said than done.

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NRF 2024: For retailers, AI moves from hype to the real world

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It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere.

Retail 26
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Show report: A NICE take on AI

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Migration to the cloud is an imperative if you want to leverage AI in your contact center,” he told the crowd of nearly 2,000 CX leaders at the Jacob Javits Center. AI was the hot topic, with sessions and panelists about where to start and what building blocks need to be in place to create a successful AI initiative. “AI

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7 Critical Success Factors for Project Based Firms to Consider in 2024

Progressus

Technology combined with data is a matter of life and death for professional services firms where the “product” is a combination of insights and expertise. Professional services firms have always known this, given that profits depend on their ability to provide specialized insights and solutions you can’t get anywhere else.

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Most of AI’s Business Uses Will Be in Two Areas

Harvard Business

While overall adoption of artificial intelligence remains low among businesses ( about 20% upon our last study), senior executives know that AI isn’t just hype. However, many business leaders are still not exactly sure where they should apply AI to reap the biggest rewards. Insight Center. Adopting AI.

Sales 44
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What Artificial Intelligence Can and Can’t Do Right Now

Harvard Business

They want to know how it will disrupt their industry and how they can use it to reinvent their own companies. But lately the media has sometimes painted an unrealistic picture of the powers of AI. AI is already transforming web search, advertising, e-commerce, finance, logistics, media, and more. Insight Center.

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The Future of Human Work Is Imagination, Creativity, and Strategy

Harvard Business

Insight Center. The Risks and Rewards of AI. ” Perhaps that is too dire a reading of the future, but what is important for corporate leaders right now is to avoid the catastrophic mistake of ignoring how people will be affected. .” McKinsey has been studying what kind of work is most adaptable to automation.