Next Generation Customer Experience analyzes how organizations make the shift to systems of experience and mass personalization at scale. In Digital Business organizations compete in the service economy. In the service economy only organizations that can deliver optimized customer experiences survive.
This customer-centric cohesion requires new paradigms in user experience fueled by digital business technologies including social, mobile, cloud, big data, and unified communications.
Generative AI will have a tremendous impact on workers and likely impact 40 of the working hours across industries, but that doesn't mean 40% of jobs will go away, said Accenture CTO Paul Daugherty, who was the 1,000th guest on Constellation Research's DisrupTV.
Supply chain and customer experience are typically viewed as two different disciplines, but Walmart and Target are illustrating how they're blending together.
ServiceNow CEO Bill McDermott said the company "is the center of the great reprioritization in the enterprise."
ServiceNow is increasingly using its workflow automation platform to expand into new use process use cases. ServiceNow is actively courting finance, procurement and supply chain leaders.
Here's a look at how Bank of America, Airbnb, Lemonade and Deutsche Telekom are thinking about generative AI.
"AI is having a very busy year," quipped Alphabet CEO Sundar Pichai.
Starbucks CEO Laxman Narasimhan said the company is just starting to see the payoff from its digital transformation efforts and has a long runway ahead. "We can enhance our tech stack both to lower costs and reinvest it back into the tech stack to support the large digital push we are making," he said.