Large language model-powered virtual assistants are about to get between traditional companies and their customers, forcing executives to make tough choices sooner than expected.
If companies invite users to enter the virtual worlds they’ve created, society expects them to take responsibility for user experiences.
For industry incumbents to get more out of A.I., they need to allow for meaningful collaboration with 'transformers' who understand the technology deeply.
Collaborating with AI startups or scale-ups to overcome technology gaps, skills deficits, and obsolescent ways of working can yield immense benefits for incumbent companies.
We see three opportunities for business leaders who want to enhance their companies’ CX and drive greater satisfaction. First, focus on frictionless commerce. Second, consider augmented experiences. Finally, emphasize intuitive interactions.
As GPT-4 and other new models are released, leaders need to constantly assess the implications for their business.
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