WEBVTT

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Karen, how is GenAI

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really transforming the way we
engage with customers?

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So GenAI

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is transforming the way we
engage with customers across

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many dimensions.

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I like talking about three main
dimensions.

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The first one is how you engage
with customers from a

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conversational perspective.

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So as a brand, either using some
conversational agent to be able

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to directly engage with your own
customers or using

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conversational capabilities from
GenAI

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to help your salespeople or your
call center better engage with

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your customers.

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So that's the first one.

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The second one is what I call
creativity at scale.

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So what does that mean?

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It's, like, you can really
personalize every single

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communication with adapted
photo, pictures, text, video,

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whatever you think makes sense
to your customers.

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And the last point is how you
engage by better understanding

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their needs.

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What's very new in terms of
GenAI

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is that we can actually create
synthetic panel, which means

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creating a digital twin of the
world of the consumers'

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behaviors.

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And you can play with it to
understand how your value

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proposition would meet the
demand in the market.

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What makes GenAI

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a complete game-changer for
customer engagement?

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So it makes a complete game-
changer because it can really

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touch each of these different
things and not only you can

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actually better understand how
would your consumers behave, but

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you can also test in real life a
lot of new ideas and a lot of

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new value propositions you want
to launch to the market.

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So it's really, it's really,
changes the way not only you

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understand your customers, but
also it changes the way you

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interact with them by being able
not only to be more

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personalized, but also create
some conversational element

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along their journey whenever it
makes sense.

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What do business leaders need to
do, especially if they're just

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starting out on this AI journey?

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So first, they need to
understand how it works.

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They really need to understand
the power of GenAI

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and understand all the different
use cases.

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Second is they just need to try.
Because the thing is many things

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that I'm describing now didn't
exist six months ago and

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probably new things are going to
happen in the next six months.

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So it's really about learning,
testing, having new skills in

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the company and being able to
always be up to date.

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That's really important.

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Thank you so much.

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Thank you.