Berlin/Frankfurt/Stuttgart, July 17, 2024—Experience One publishes framework for the development of innovative customer interactions, complementing its consulting and service offering for the strategic integration and structured implementation of generative AI. With this new offering, Experience One supports companies in leveraging and fully exploiting the potential of technology for customer experience and long-term competitiveness.
GenAI offers the unique opportunity to create completely new value propositions, value chains, revenue mechanisms and business logics. To illustrate the fundamental impact of generative AI on the customer experience, Experience One presents the five levels of generative AI experiences in a recent white paper. These show how companies are innovating completely new customer-centric products and services now and in the future. At the same time, with the 5-level model, the transformation experts provide a suitable taxonomy for a transparent discussion and a common understanding of the capabilities and effects of generative AI—both within companies and in the economic discourse.
The five levels—AI as a tool, as an assistant, as a co-pilot, as a professional and as an innovator—describe an increasing degree of performance and autonomy of AI as well as its potential for the customer experience. The model was designed based on the five levels of vehicle automation and the classification of AGI (Artificial General Intelligence) by Google DeepMind.
In order to keep up with the pace of development that artificial intelligence is setting, companies need to gain speed of adaptation now and invest in the innovations that tomorrow’s customers expect.the 5-level model serves as a guide for decision-makers. The associated AI Maturity Framework offers a flexible and scalable approach to assess and develop the AI maturity of the entire company or individual departments and to systematically implement generative AI—from the initial analysis and strategy creation to the development of central services and the long-term scaling of generative AI solutions.
The transformation experts are thus expanding the existing AI offering, supporting companies in the integration of GenAI and identifying targeted projects with maximum leverage for the customer experience.
