Summary
Mobile and social are still core enablers in the age of the customer, but the focus has shifted to the potential of artificial intelligence (AI) and automation to build next-generation customer experiences. While the possibilities are numerous, the specific steps to get there are less clear, so CIOs are rightly concerned about getting burned. This report discusses five specific areas of risk and how to avoid them. Addressed properly, these risk areas provide a template for implementing AI to deliver differentiated and valuable services.
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