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In many ways, products are dead,
and customized experience are the future

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of all companies.

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We're joined by Stephanie from Microsoft
and Jean- Manuel from BCG,

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welcome. Stephanie, 

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tell us how is AI already changing the
customer experience with Microsoft?

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How is it changing the way you deal with
customers?

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It is letting us personalize things so
much more than ever before.

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When I think about a company like
Microsoft, just consider customers,

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they range from consumers to businesses
for us, and with AI,

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we can bring all of their data together
to serve them better.

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So give us a few examples of how you're
doing it.

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Yeah, 

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so everything ranging from how do we
think about the segments of our customers,

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and how do we use AI to help us get
smarter and more intelligent there to how

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we treat them on a website when they
arrive and start to look for information.

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Jean-Manuel,
just give us a sense of the potential for

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this and the sort of efficiencies it
might lead to.

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That's right.

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The potential is enormous at this stage.

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Imagine that now we're going to have the
ability to have conversations with

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clients with virtual agents.

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That means if clients want to,
they can share their whole story for an

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hour or even two,

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where virtual agents will record that.

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That means the company can know so much
more.

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And while it was anonymized and data
issues were there, here,

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the customer chooses to share his stories.
Then,

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it's the role of the company to take that
information and be able to customize

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completely the experience that they will
have with their own customers.

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In many ways, products are dead,
and customized experience are the future

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of all companies.

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I mean, it's really interesting.

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as you say,
there's a transparency there that hasn't

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existed before.

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Companies have worried about clients
worrying about the data that is held on

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them.

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This is much more transparent.

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I love this for a B2B company, especially.
Think about it: B2B companies really try

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hard to build solutions for customers.

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If we do what we're talking about here,
they don't have to build solutions.

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They ultimately end up at the solution by
knowing the customer better.

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So it's a very specialized experience.

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It could be very specialized,
and I think we . . .

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AI will enhance the relationships we have.

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So think about a salesperson,
plays a really important role in the

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relationship,
but you can never have a discussion for

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two hours with a salesperson, right?

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Or more.

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Now with an AI,
client can have a conversation asking

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technical questions to an AI for an hour,
two hours, three hours.

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And if the company can guarantee that the
AI never hallucinates,

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suddenly it's a source of info that will
both share with the company what the

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customers really needs,
but also help the client trust that the

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answers to their questions are very
genuine and, therefore,

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will make it easier for them to buy.

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Yeah.

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And as a concrete example of that for
Microsoft Azure,

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which is our cloud service,
we find that we've, you know,

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we've put an AI agent on the website to
help customers.

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And initially we thought it was just
going to help them with information.

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And now what we see is the customers who
engaged with that agent,

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they are more likely to buy Microsoft
Azure than other customers, yes.

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And is that because of trust or the
amount of time they're spending talking

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through the detail?

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I think they trust Microsoft more,
and they've gotten the information that

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they need,

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so they are deliberate in their desire to
buy it.

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Well, having seen that success,
where does this go?

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How much more do you think we're going . .
.

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you know, if we come back here,
three years' time,

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how much will have changed in terms of
how much you're using AI?

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From a marketing standpoint,

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I would love to as a customer comes on to,
you know,

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any kind of an engagement with Microsoft,
be able to pull up all of the information

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that I know about them and make a very
personalized experience for that

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customer--whether they're exploring new
things or they come and they, you know,

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really want to buy and bring them right
over to sales.

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I just think the potential there to give
the customer what they want is amazing.

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And I believe on the sales side,
you're going to have both channels,

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the human channel and the virtual channel
are going to be working in parallel,

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and clients will have these discussions
in parallel that will help them

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understand better the potential solution
they have and therefore buy with shorter

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product- selling cycle actually, so.
Probably transformative.

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It will be. Stephanie, 

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Jean-Manuel,
thanks very much for joining us.

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Thank you very much.

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Thank you very much.