AI AND ML
Customer experience Almost half of the world ’ s largest companies will be using AI and ML to transform their customer experience ( CX ) within the next four years , according to IDC ' s Future of Customer Experience report .
" In a world of accelerated uncertainty , the next era of CX innovation will be led by those brands that improve value for the customer through empathy and delivering outcomes for customer success ," says Sudhir Rajagopal , Research Director , Future of Customer Experience at IDC .
The IDC report found that by 2026 , 45 % of the Global 2000 are expected to use AI / ML to nudge customers into unfamiliar , novel experiences to improve sentiment metrics and potential for brand upselling .
“ AI technology is already sophisticated enough to transform how customers interact with companies and government ,” says Paul Henninger , Head of Connected Technology at KPMG UK . “ Research into and early implementations of AI-driven avatars , conversational AI , and large language models will create relationships between customers , their data , and business services that are truly different .”
Asset management and investment Over two-thirds of banks see AI and ML technology as crucial tools in tackling the increasing complexity of trade surveillance , as a shortage of skilled compliance staff means manual checks are slowing down business .
148 January 2023