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Author: Francis Goh
Publisher: World Scientific
ISBN: 9811297096
Category : Business & Economics
Languages : en
Pages : 335
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Book Description
As a 30-year veteran executive, Francis Goh brings to the table a unique blend of practical wisdom and certified expertise in Customer Experience (CX), Design Thinking, Agile, Scrum, and Lean methods. His deep understanding of Amazon's Working Backwards mechanism, honed during his tenure as a Digital Innovation expert at AWS, further enriches the insights shared in this book. These strategies are not just theoretical concepts but battle-tested solutions forged in the crucible of real-world challenges. Through his experience and expertise, the author aims to provide readers with actionable strategies and proven methodologies to navigate the ever-evolving landscape of technology and business with confidence and success.The book unveils three powerful frameworks meticulously developed to help executives leverage innovation and Gen AI to develop their CX strategies. These frameworks serve as guiding lights, illuminating the path forward in a landscape marked by rapid technological advancement and shifting consumer expectations. With practical strategies and actionable insights, this book equips leaders with the tools they need to navigate the complex intersection of innovation and Customer Experience, driving transformative change within their organizations.
Author: Francis Goh
Publisher: World Scientific
ISBN: 9811297096
Category : Business & Economics
Languages : en
Pages : 335
Get Book Here
Book Description
As a 30-year veteran executive, Francis Goh brings to the table a unique blend of practical wisdom and certified expertise in Customer Experience (CX), Design Thinking, Agile, Scrum, and Lean methods. His deep understanding of Amazon's Working Backwards mechanism, honed during his tenure as a Digital Innovation expert at AWS, further enriches the insights shared in this book. These strategies are not just theoretical concepts but battle-tested solutions forged in the crucible of real-world challenges. Through his experience and expertise, the author aims to provide readers with actionable strategies and proven methodologies to navigate the ever-evolving landscape of technology and business with confidence and success.The book unveils three powerful frameworks meticulously developed to help executives leverage innovation and Gen AI to develop their CX strategies. These frameworks serve as guiding lights, illuminating the path forward in a landscape marked by rapid technological advancement and shifting consumer expectations. With practical strategies and actionable insights, this book equips leaders with the tools they need to navigate the complex intersection of innovation and Customer Experience, driving transformative change within their organizations.
Author: Ross Smith
Publisher: Pearson Education
ISBN: 0138286655
Category : Business & Economics
Languages : en
Pages : 467
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Book Description
In the rapidly evolving AI landscape, customer service and support professionals find themselves in a prime position to take advantage of this innovative technology to drive customer success. The AI Revolution in Customer Service and Support is a practical guide for professionals who want to harness the power of generative AI within their organizations to create more powerful customer and employee experiences. This book is designed to equip you with the knowledge and confidence to embrace the AI revolution and integrate the technology, such as large language models (LLMs), machine learning, predictive analytics, and gamified learning, into the customer experience. Start your journey toward leveraging this technology effectively to optimize organizational productivity. A portion of the book’s proceeds will be donated to the nonprofit Future World Alliance, dedicated to K-12 AI ethics education. IN THIS BOOK YOU’LL LEARN About AI, machine learning, and data science How to develop an AI vision for your organization How and where to incorporate AI technology in your customer experience fl ow About new roles and responsibilities for your organization How to improve customer experience while optimizing productivity How to implement responsible AI practices How to strengthen your culture across all generations in the workplace How to address concerns and build strategies for reskilling and upskilling your people How to incorporate games, play, and other techniques to engage your agents with AI Explore thought experiments for the future of support in your organization “Insightful & comprehensive—if you run a service & support operation, put this book on your essential reading list right now!” —PHIL WOLFENDEN, Cisco, VP, Customer Experience “This book is both timely and relevant as we enter an unprecedented period in our industry and the broader world driven by Generative AI. The magnitude and speed of change we’re experiencing is astounding and this book does an outstanding job balancing technical knowledge with the people and ethical considerations we must also keep front of mind.” —BRYAN BELMONT, Microsoft, Corporate VP, Customer Service & Support “The authors of this book are undoubtedly on the front lines of operationalizing Gen AI implementations in customer support environments... and they know undoubtedly that at its core, support is about people and genuine human connections. This book walks you through their journey to keep people at the center of this technical tsunami.” —PHAEDRA BOINODIRIS, Author, AI for the Rest of Us
Author: Anand Vemula
Publisher: Anand Vemula
ISBN:
Category : Computers
Languages : en
Pages : 92
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Book Description
In an era where artificial intelligence (AI) is transforming industries, "GenAI Practitioner: Mastering AI-Driven Marketing for the Future" serves as a comprehensive guide for marketers looking to leverage the power of Generative AI. This book provides a detailed exploration of how AI can revolutionize marketing strategies, enhance customer engagement, and drive business growth. The journey begins with an introduction to the fundamentals of Generative AI, explaining key concepts, terminologies, and the evolution of this transformative technology. Readers will gain a solid understanding of the principles underpinning AI, laying the groundwork for more advanced topics. The book delves into the role of Generative AI in marketing, highlighting its benefits through real-world case studies. These examples demonstrate successful AI-driven campaigns, showcasing how businesses have effectively utilized AI to personalize customer experiences, optimize marketing efforts, and achieve remarkable results. Practical guidance on setting up an AI framework is provided, detailing the necessary tools, technologies, and environment setup. This section emphasizes key considerations for implementation, ensuring readers are equipped to integrate AI into their marketing strategies seamlessly. Data management and preparation are critical components of AI success. The book covers the importance of data, methods for collection and cleaning, and best practices for structuring data to maximize the efficacy of AI algorithms. This foundational knowledge is crucial for creating accurate and effective AI models. The text further explores AI-driven content creation, including generating text, images, and videos. It emphasizes personalization and targeting, illustrating how AI can produce tailored marketing materials that resonate with individual customers. Customer engagement is enhanced through AI-driven insights, personalized interactions, and the use of chatbots and virtual assistants. The book discusses how AI can improve customer experience and retention by providing timely and relevant support. Measuring the success and ROI of AI initiatives is essential for justifying investments and guiding future strategies. The book outlines key performance indicators, methods for analyzing AI-driven campaigns, and ROI calculation techniques. Finally, readers are introduced to future trends in Generative AI and marketing, exploring emerging technologies and innovations. This forward-looking perspective prepares marketers to stay ahead in a rapidly evolving landscape, ensuring they can harness the full potential of AI to drive their marketing efforts into the future. **"GenAI Practitioner: Mastering AI-Driven Marketing for the Future"** is an essential resource for anyone seeking to understand and apply AI in marketing, offering practical insights and strategies for achieving success in the digital age.
Author: Seth Dobrin
Publisher: CRC Press
ISBN: 1040087779
Category : Computers
Languages : en
Pages : 235
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Book Description
AI iQ for a Human-Focused Future: Strategy, Talent, and Culture offers a pioneering approach to integrating artificial intelligence (AI) and generative AI (GenAI) in business, emphasizing a business strategy first mindset over a technologycentric one. This book challenges the usual hype surrounding AI, advocating for a more realistic perspective. It delves into the evolution of AI, from traditional data science and machine learning to GenAI, all through the lens of strategic business application. Unlike other texts, this book moves away from case studies, favoring practical, real-world advice from extensive field experience. This book presents strategies for creating an environment that not only accepts but thrives on AI, focusing on strategic leadership, talent development, and inclusivity. It highlights crucial roles, such as the Chief AI Officer, and emphasizes the importance of diversity in AI teams. Uniquely, each chapter concludes with key takeaways, offering actionable steps, and implementation tips. This practical approach transforms theoretical concepts into actionable business strategies, providing leaders with the tools to apply AI initiatives effectively in their organizations. This book is more than an informative resource; it’s a practical toolkit for any business leader aiming to navigate the evolving landscape of AI and GenAI, ensuring their organization is prepared for sustainable growth and success in an AI-driven future.
Author: Instabooks Ai
Publisher: Independently Published
ISBN:
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Navigating the AI Revolution: Transforming Product Management with Artificial Intelligence As we stand on the brink of a new era, the integration of Artificial Intelligence (AI) within the realms of product management heralds a transformative shift. This book explores the profound impact of AI on the craft of product management, paving the way for a new paradigm where AI's abilities to swiftly draft product requirements documents, autonomously analyze software performance, and aggregate customer feedback are just the beginning. Through detailed explanations and practical insights, we navigate the complex landscape of AI in product management. We delve into how product managers can leverage AI for enhanced strategic planning and decision-making, marking a transition from traditional roles to curators of AI-driven insights. The conversation extends to the balance between automation and human intuition, highlighting how this synergy is instrumental in guiding product vision and fostering innovation. Geared towards professionals seeking to harness the potential of AI in product management, this book offers both foundational knowledge for novices and advanced theories for experts. With a focus on real-world applications, we provide readers with the tools to not only understand but also implement AI strategies within their own teams and projects. Get ready to revolutionize your approach to product management and embrace the future of AI-enabled innovation. This journey is not just about the technology but the people behind it. Embrace the opportunities AI presents, while maintaining the human touch that drives true innovation. See how product managers are evolving from creators of documents to strategic visionaries, using AI as a powerful ally in the competitive market. Table of Contents 1. The Dawn of AI in Product Management - Introducing Artificial Intelligence - The Evolution of Product Management Roles - AI's Impact on Traditional Processes 2. AI-Driven Tools for Efficiency - Drafting Product Requirements with AI - Autonomous Software Performance Analysis - Aggregating and Utilizing Customer Feedback 3. Strategic Planning in the AI Era - Enhancing Decision-Making with AI - Crafting AI-Driven Strategic Plans - The Role of AI in Market Analysis 4. The Human-AI Synergy - Balancing Automation with Intuition - The Product Manager as a Curator of Insights - Fostering Innovation through Collaboration 5. Case Studies: AI in Action - Success Stories in AI-Driven Product Management - Learning from Failures: Pitfalls to Avoid - Leveraging AI for Competitive Advantage 6. Preparing for the AI Revolution - Skills Product Managers Need in the AI Age - Building an AI-Compatible Team - Future Trends in Product Management and AI 7. AI and the Product Development Lifecycle - Integrating AI Through the Lifecycle - AI in Prototyping and Testing - AI's Role in Launch and Iteration 8. AI in Customer Relationship Management - Understanding Customer Needs with AI - Personalization and AI - Improving Customer Experience with AI 9. The Ethics of AI in Product Management - Addressing Bias in AI - Data Privacy and Security - Ethical Considerations of AI-Driven Decisions 10. Overcoming Challenges in AI Adoption - Identifying and Addressing Implementation Hurdles - Organizational Shifts for AI Integration - Maintaining a Human-Centric Approach 11. The Future of AI and Product Management - Predictions for the Next Decade - The Role of Emerging Technologies - Staying Ahead in an AI-Driven World 12. The Journey Towards AI Mastery - From Beginner to Expert: Learning Paths - Implementing AI Strategies - Review and Renew: Keeping up with AI Advancements
Author: Geoffrey A Best
Publisher: Super Star Press
ISBN: 9781607731269
Category :
Languages : en
Pages : 0
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Book Description
"42 Rules for Using AI in Contact Centers" offers an illuminating exploration of how Artificial Intelligence (AI) can redefine customer experiences, penned by the seasoned industry expert Geoffrey A. Best. With a remarkable career spanning over three decades in contact centers worldwide, Geoffrey's depth of experience underscores his unique perspective on leveraging AI to optimize performance metrics and exceed customer expectations. In this thought-provoking book, Geoffrey delves into the dynamic fusion of cutting-edge technology and strategic customer-centricity. With a focus on reshaping interactions, the book embarks on an insightful journey through the transformative capabilities of AI within contact centers. Readers are introduced to an array of AI-driven tools, including chatbots, virtual assistants, sentiment analysis, and predictive analytics. These tools serve as the bedrock for streamlining operations, automating interactions, and delivering real-time language translation, all while preserving the indispensable human touch. The book not only demystifies the intricate landscape of AI but also provides a comprehensive understanding of its core components, spanning machine learning, deep learning, dialogue logic, and management. Geoffrey unveils the intricate process through which AI learns from intricate data patterns, empowering intelligent decision-making and enriching customer interactions. By delving into the nuances of crafting genuine and engaging dialogues with customers, readers gain invaluable insights into harnessing the true potential of conversational AI. At its core, "42 Rules for Using AI in Contact Centers" seeks to empower a diverse audience, including executives, business leaders, contact center management, information technology leadership, and CCaaS vendors. Geoffrey's expertise serves as a guiding beacon, equipping readers with the knowledge needed to harness AI's full potential. This guide empowers organizations to elevate customer experiences and drive a customer-centric revolution within their operations. As AI continues to shape the landscape of customer interactions, Geoffrey's latest book serves as a vital compass for navigating this transformative journey. His profound insights into AI's impact on contact center metrics, business operations, and customer experiences offer readers a compelling narrative that propels them toward the forefront of innovation. This book is tailored for executives, business leaders, contact center management, information technology leadership, and CCaaS vendors seeking to harness AI's potential to enhance customer experiences and streamline operations.
Author: Introbooks
Publisher:
ISBN:
Category :
Languages : en
Pages : 50
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Book Description
In these highly competitive times and with so many technological advancements, it is impossible for any industry to remain isolated and untouched by innovations. In this era of digital economy, the banking sector cannot exist and operate without the various digital tools offered by the ever new innovations happening in the field of Artificial Intelligence (AI) and its sub-set technologies. New technologies have enabled incredible progression in the finance industry. Artificial Intelligence (AI) and Machine Learning (ML) have provided the investors and customers with more innovative tools, new types of financial products and a new potential for growth.According to Cathy Bessant (the Chief Operations and Technology Officer, Bank of America), AI is not just a technology discussion. It is also a discussion about data and how it is used and protected. She says, "In a world focused on using AI in new ways, we're focused on using it wisely and responsibly."
Author: Nawal K. Taneja
Publisher: Taylor & Francis
ISBN: 1000773639
Category : Transportation
Languages : en
Pages : 196
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Book Description
Unprecedented social changes, accelerated by facilitating technologies and the COVID-19 pandemic, are calling for airlines to think deeply and non-conventionally on what will be important to existing and new travelers, as they change their lifestyles. New thinking requires airlines to extend the boundaries of their businesses to go beyond their traditional domains. This need goes beyond the renovation and iteration of conventional products to the transformation of products requiring new ideas and ways to scale them. Examples include the development of cost-effective urban air mobility, intermodal passenger transportation, door-to-door travel that is sustainable, and personalized offers. Airimagination: Extending the Airline Business Boundaries raises some thought-provoking questions and provides a direction for practical solutions. For example, what if airlines developed products and services that finally meet end-to-end needs of customers seamlessly by collaborating in the value-adding open ecosystems, using platforms that facilitate effective engagement with both "digital and nondigital" customers and employees in real time and at each touch point? Ironically, the current time is an advantage for some airlines as they already have had to deal with a deep and wide disruption caused by the pandemic, leading operations to start from ground zero. This book, the latest in a long and well-regarded series by Nawal K. Taneja, explores innovative best practices within the airline business world, complemented by numerous insightful perspectives contained in multiple forewords and thought leadership pieces. This book is aimed primarily at high-level practitioners within the airline industry and related businesses.
Author: Nripendra P. Rana
Publisher: Springer Nature
ISBN: 3030243745
Category : Business & Economics
Languages : en
Pages : 337
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Book Description
This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.
Author: Marco Iansiti
Publisher: Harvard Business Press
ISBN: 1633697630
Category : Business & Economics
Languages : en
Pages : 175
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Book Description
"a provocative new book" — The New York Times AI-centric organizations exhibit a new operating architecture, redefining how they create, capture, share, and deliver value. Now with a new preface that explores how the coronavirus crisis compelled organizations such as Massachusetts General Hospital, Verizon, and IKEA to transform themselves with remarkable speed, Marco Iansiti and Karim R. Lakhani show how reinventing the firm around data, analytics, and AI removes traditional constraints on scale, scope, and learning that have restricted business growth for hundreds of years. From Airbnb to Ant Financial, Microsoft to Amazon, research shows how AI-driven processes are vastly more scalable than traditional processes, allow massive scope increase, enabling companies to straddle industry boundaries, and create powerful opportunities for learning—to drive ever more accurate, complex, and sophisticated predictions. When traditional operating constraints are removed, strategy becomes a whole new game, one whose rules and likely outcomes this book will make clear. Iansiti and Lakhani: Present a framework for rethinking business and operating models Explain how "collisions" between AI-driven/digital and traditional/analog firms are reshaping competition, altering the structure of our economy, and forcing traditional companies to rearchitect their operating models Explain the opportunities and risks created by digital firms Describe the new challenges and responsibilities for the leaders of both digital and traditional firms Packed with examples—including many from the most powerful and innovative global, AI-driven competitors—and based on research in hundreds of firms across many sectors, this is your essential guide for rethinking how your firm competes and operates in the era of AI.
