Operational Leaders — Our Unsung Artificial Intelligence (AI) Heroes!
Don’t Discount Operational Experience in Favour of a Tec Degree
Artificial Intelligence has become a highly attractive and widely publicised field as companies are eager to explore digital-first strategies to reduce costs, meet customer demands for self-service options, and prepare for the Metaverse predictions around digital business. According to a 2022 study by McKinsey, 52% of companies are now investing in Artificial Intelligence with this number predicted to increase in the coming years.
AI is Sexy!
You only have to log onto LinkedIn to see it’s buzzing with AI-related opportunities! However, many businesses hiring for these roles tend to overlook the importance of customer and operations experience, unless candidates possess some form of technical qualification.
This approach will facilitate the implementation of effective channel strategies, leading to success in digital OKRs. However, ignoring customer channel strategies may result in Customer Experience (CX) success measures falling short of expectations.
There are multiple studies showing that companies are implementing digital channels with ferocity, but with little success in generating a good customer experience. Customers are not getting first contact…
