WEBVTT

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Iana, welcome.

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How is GenAI

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influencing the customer
experience,  and where do you

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see that headed?

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Yeah, you know customer
experience will be influenced

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across every single step.

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So, imagine a journey and,
nowadays, you will infuse

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generative AI every single step
of the way.

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So, the question is, observing
many companies and many

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organizations, they tend to go
for individual use cases.

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However, it's a huge
transformation.

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So, what will be super important
is: imagine this as a

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transformation.

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So, come up with a strategy and
don't forget that it's not

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sufficient to just go for
individual use cases to get all

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the impact you could out of
this.

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Can you outline some of the
challenges that organizations

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face when implementing GenAI.

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Yeah, one of the biggest that we
observe right now is around

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adoption.

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So, figuring out all these
fantastic things that we can now

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build and improve with, with
generative AI, who is going to

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be using this and how?

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And, in my experience, two
things are particularly

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important.

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One is around trustability.

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So, the information that I'm
getting out of the system that

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is leveraging AI, how can it be
verified?

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How can we ensure that it's not
all some kind of illusion?

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And the second point is around
relevance.

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So, if you think about the
outcomes of these algorithms,

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they need to take cognitive load
from you.

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They need to ensure that
whatever they deliver is really

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helpful and relevant for you.

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How can
organizations--individual

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organizations--overcome some of
these challenges?

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So, if you think about about
this transformation, many

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organizations think about
generative AI as a technology

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and hence this is a
technology-led transformation.

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However, in my experience, a lot
of that is about humans.

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Are they going to use it?

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Are they going to adopt it?

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How is this going to change each
and every job in the company?

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And so this is where I would
start, start thinking about who

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is the potential user, who are
the stakeholders who will be

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affected?

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And then, yeah, integrate it
into this transformation.

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Thank you so much for your time.

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Thank you.