Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage.
For example, a large telecom company designed an AI system to identify customer churn. It worked in that they could tell which customers were going to churn. The issue was the AI didn’t pinpoint why the customers were leaving.
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