In the next five years, machine intelligence will become ubiquitous, and technology innovations, such as the internet of things (IoT), chatbots, and augmented reality, will proliferate. We’ll increasingly interact with devices via talk and text, on a range of devices and locations, often determined and delivered by machine learning algorithms. As a result, artificial intelligence (AI) will shape our experiences with companies, products, and services in unprecedented ways.
Susan Etlinger explores how AI fundamentally changes the relationship between people and businesses, lays out its risks and opportunities, and demonstrates emerging best practices for designing customer-centric and ethical products and services. More than anything, business leaders today should begin to treat AI as fundamental to the customer experience. This means thinking about the values it perpetuates as an essential and eventually indistinguishable expression of product, services, and brand.
Susan Etlinger is an industry analyst at Altimeter. Her research focuses on the impact of artificial intelligence, data, and advanced technologies on business and culture and is used in university curricula around the world. Susan’s TED Talk, “What do we do with all this big data?,” has been translated into 25 languages and has been viewed more than 1.2 million times. She’s a sought-after keynote speaker and has been quoted in such media outlets as the Wall Street Journal, the BBC, and the New York Times.
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