Karen, how is GenAI
really transforming the way we engage with customers?
So GenAI
is transforming the way we engage with customers across
many dimensions.
I like talking about three main dimensions.
The first one is how you engage with customers from a
conversational perspective.
So as a brand, either using some conversational agent to be able
to directly engage with your own customers or using
conversational capabilities from GenAI
to help your salespeople or your call center better engage with
your customers.
So that's the first one.
The second one is what I call creativity at scale.
So what does that mean?
It's, like, you can really personalize every single
communication with adapted photo, pictures, text, video,
whatever you think makes sense to your customers.
And the last point is how you engage by better understanding
their needs.
What's very new in terms of GenAI
is that we can actually create synthetic panel, which means
creating a digital twin of the world of the consumers'
behaviors.
And you can play with it to understand how your value
proposition would meet the demand in the market.
What makes GenAI
a complete game-changer for customer engagement?
So it makes a complete game- changer because it can really
touch each of these different things and not only you can
actually better understand how would your consumers behave, but
you can also test in real life a lot of new ideas and a lot of
new value propositions you want to launch to the market.
So it's really, it's really, changes the way not only you
understand your customers, but also it changes the way you
interact with them by being able not only to be more
personalized, but also create some conversational element
along their journey whenever it makes sense.
What do business leaders need to do, especially if they're just
starting out on this AI journey?
So first, they need to understand how it works.
They really need to understand the power of GenAI
and understand all the different use cases.
Second is they just need to try. Because the thing is many things
that I'm describing now didn't exist six months ago and
probably new things are going to happen in the next six months.
So it's really about learning, testing, having new skills in
the company and being able to always be up to date.
That's really important.
Thank you so much.
Thank you.