Why AI Must be Democratised in Order to Optimise Customer Experience
Michael Wu,
The pandemic has seen, alongside the fast-tracking of other trends, an acceleration of the shift to digital commerce. Amongst B2B and B2C sales alike, buying and selling is increasingly operating with a digital-first mindset. Originally, this shift was a containment response to Covid-19 at the beginning of the pandemic. However, it has evolved into a strategic move to operate one’s business more efficiently, amongst further market volatility.
As more products become commoditised, customer experience (CX) will be the new battleground as brands attempt to differentiate themselves. However, making sure customer experience is distinct in the online sphere is even more challenging for B2B sellers.