For companies that understand AI as a success factor for innovative digital transformation, the customer experience must be at the center of responsible technology deployment. Generative AI is revolutionizing CX by enabling personalized, scalable and innovative interactions.
The white paper “Generative AI and the Future of Customer Experience” provides companies with a guide to successfully navigate the stages of generative AI maturity - from the first steps to full integration. It offers clear best practices for successful AI projects and a framework that takes all company dimensions into account.
A common understanding of the capabilities and impact of the technology is crucial for a vision for the use of generative AI. To clearly evaluate and categorize Gen AI, we work with a model that outlines five levels of generative AI experience and helps companies understand the impact of generative AI on the experience. It shows how generative AI can be used - and how it should be used in the future.
In addition to categorizing the different levels, our framework also differentiates eight key dimensions that are crucial for the successful integration and use of AI technologies. Each of these dimensions must be raised to specific maturity levels in order to ensure lasting innovation. The framework gives companies or individual departments a clear idea of how they can move from one level to the next in a dimension. This creates the basis for defining specific goals and strategies for AI integration.
When introducing and integrating AI into company processes, a structured approach is essential for success. The AI Maturity Framework implementation guide simplifies this process and provides an overview of how companies can effectively and independently drive forward their own AI maturity and successfully implement AI initiatives.
From initial planning and piloting to full scaling and continuous optimization - the guide serves as a roadmap for companies and departments of all sizes and industries.