| |NOVEMBER 20229CIOReviewKey insights from the voice of the customer have transformed start-ups into corporate giants. The challenge is how to get the consumer to tell you exactly what they wantand artificial intelligence algorithms, service professionals are able to identify what is going well and what needs improvement. This approach should be adopted by other technology leaders to better understand the "voice of the consumer" and revolutionize customer engagement. 2. Empower New Customer Experiences: In McKinsey's recent outlook on the top trends in tech, the group highlighted the rise and maturity of applied AI, predicting that by 2050, more than 75 percent of all digital-service touch points "will see improved usability, enriched personalization and increased conversion." Traveling the data-enabled road to growth requires new mindsets as well as new tools and skillsets--with a heavy focus on software services. Enter automotive. The vehicle is being recognized as a powerful platform to deliver software-enabled services that impact consumers inside and outside of the vehicle. Guided by its "Zero crashes, Zero emissions, Zero congestion" mission, GM is leveraging data to create new experiences and services for the vehicle and beyond. For instance, OnStar Guardian allows anyone with a compatible Apple or Android device to use the app to stay connected and protected, both inside and outside of their vehicles.3. Improve the Responsible Use of Data: According to KPMG's recent consumer trust report, more than 85 percent of people feel a growing concern about data privacy, with 78% citing fears about the amount of data being collected and 40 percent doubting that companies will use the data ethically. With a growing number of data-driven industries, protecting consumers' privacy and ensuring ethical collection of information are essential and must be at the forefront of any business strategy. Data and analytics innovations are opening new methods to improve the responsible, unbiased, safe and secure use of data. Take for instance the Data & Trust Alliance, a consortium of about 20 data-forward companies reinventing how systems are designed and managed responsibly. Founding companies like General Motors are collaborating to make responsibility central to data and analytics processes and strategies. The alliance's recent initiative, the Algorithmic Bias Safeguards for Workforce, provides a framework criteria and education for HR teams to enhance their ability to detect, mitigate and monitor bias. More responsibility layered into the fabric of data and analytics operations will improve the development and use of trustworthy data-powered systems to strengthen consumer trust.Businesses have an obligation to create a better future for generations to come. Data is the fuel that is powering that future. From autonomous and electric vehicles to sports teams on the field, AI-driven insights are empowering businesses to be more agile and deliver new, personalized, and trusted customer experiences. experience. While unstructured text mining has been a technical pain point for many years, advancements in data analytics technologies are now enabling companies to crack the code. For example, GM has developed a new data and analytics platform that enables its experience analysts to compare customer sentiment across all of its channels. By putting unstructured text from different touchpoints into common themes using deep machine learning Iwao Fusillo
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