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A seamless customer experience has quickly emerged as a critical differentiator for businesses across all industries. And the bar is set high – using artificial intelligence (AI) to deliver touches like personalization, gamification and around-the-clock customer support has become an all but everyday expectation for a large number of consumers.

But while the majority of enterprise organizations recognize the value of AI in the customer experience, many struggles to make progress with creating an AI strategy that works for their organization.

More often than not, it’s because of a pervasive belief that technology and people are separate when in reality, the most effective AI strategy combines the two. McKinsey & Company found that companies adopting AI across the organization are investing as much in people and processes as in technology.

Creating an Enterprise AI Strategy

Here are the five foundations that organizations can use to create the in-demand, customer-centric experiences consumers have come to expect:

  1. Define what it means to have a data-driven culture

The first obstacle to creating a holistic AI strategy within an organization is creating alignment around the ultimate goal.

  1. Assess and organize your data infrastructure

Before an organization can make great strides in using AI to develop a customer-centric experience, it will need to do a complete assessment of its current data infrastructure.

  1. Agree on a common vocabulary

Terms like “data-driven culture” and “AI strategy” are broad terms and may be difficult to grasp in practical ways – and it can get even more confusing as employees come into contact with more specific and technical language related to AI technology.

  1. Get C-suite buy-in

Creating buy-in for an AI strategy is critical and, more often than not, that will start with the C-suite.

Not only does the executive leadership of a company set and reinforce the organization’s overall vision, but their support of AI will make or break the investment.

  1. Map out a talent strategy

Putting a clear AI strategy into place will quickly reveal the skill set gaps in an organization’s workforce, and organizations will need to bring in new talent for most technical roles that support AI.


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