What's Happening?
At The Drum's B2B World Fest, Code and Theory's Chief Creative Officer Craig Elimeliah emphasized that the barriers to AI-powered customer experience (CX) are not technological but rather cultural and organizational.
Speaking alongside Leanne Fremar, Chief Brand Officer at JPMorgan Chase, Elimeliah pointed out that while many companies invest in AI, few utilize it to enhance CX. He criticized the focus on efficiency, automation, and optimization, arguing that this approach neglects AI's potential to build emotional intelligence into systems. Fremar added that internal metrics often overshadow customer outcomes, posing a competitive risk.
Why It's Important?
The discussion underscores a critical issue in the business sector: the need for leadership to prioritize customer experience over mere efficiency. As companies increasingly adopt AI, the potential for enhancing emotional intelligence in customer interactions remains largely untapped. This gap presents a competitive risk, as firms that focus solely on efficiency may lose out to those that prioritize CX. The insights from Elimeliah and Fremar suggest that a shift in leadership focus could unlock new opportunities for businesses to differentiate themselves in the market.
