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“ We look at whether we have opportunities for deploying artificial intelligence ( AI ) via chat bots . We look at things such as IoT devices and how we can leverage them to build a better and more desirable experience . Are there IoT sensors that can be leveraged in this process depending upon each case-by-case basis ? We look at whether or not blockchain is applicable as it relates to security needs . It is important to understand where our clients are today and what their end customers want , and what technologies are in play which can be leveraged to achieve a digitally transformed experience , with security in mind , of course .”
As an example of the Client Experience Innovation team ’ s “ Art of the Possible ” mentality , the group developed a prototype last year that incorporated the customer service agent and the residential establishment – working with technologies such as Google Home and Amazon Alexa . To show how the client experience is evolving , and how uniquely posi-
AUGUST 2019