MANAGING in the

NEW WORLD

While there are several challenges during the process of establishing AI- driven customer experiences, some of them are particularly crucial. These are broadly speaking, the economic, technical, political and cultural. The economic hurdle is about showcasing to all key stakeholders the real- time boost to the bottom. The technical hurdle obviously remains about ensuring that the systems and technology are ready to be used. Talent management is a major challenge as there are several cultural hurdles too. The key to them is to negotiate past the human- centric prejudices. Whoever handles this, needs to understand the method of working with virtual agents such as Apple’s Siri or Amazon’s Alexa. The political hurdle is about winning over the management, often with vested interests. Most of these political hurdles are intra- organization rather than macro.

Source:https://sloanreview.mit.edu/article/four-challenges-to-overcome-for-ai-driven-customer-experience/

Uploaded Date:20 August 2019

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