In a thought-provoking article published in The Australian, Irina Hayward, BMF‘s Executive Director of Digital and Direct Strategy, delves into the disruptive impact of generative AI on customer experience.
“Focus on your customers, not the tech. Begin by identifying their pain points, then see how AI can help. Use AI algorithms to interpret data, identify patterns and trends. Then invest in chatbots and virtual assistants to provide efficient self-service options.”