[[{"@context":"http:\/\/schema.org","@type":"Answer","text":"Artificial intelligence, as highlighted by Sundar Pichai, is set to redefine the landscape of customer experience. Through AI, businesses can offer unparalleled personalization, harness predictive analytics for forward-thinking strategies, elevate customer service beyond traditional means, and employ data-driven insights for optimal B2B engagements. Essentially, AI stands as a game-changer for businesses aiming to refine or even redefine their operations and enhance customer satisfaction.","name":"What is the role of AI in customer experience?","@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer1"},{"@context":"http:\/\/schema.org","@type":"Answer","name":"What is generative AI?","text":"Generative AI is an artificial intelligence technology that is adept at crafting novel and realistic artifacts, which spans a gamut from text and images to audio and synthetic data. Drawing inspiration from vast datasets, gen AI mirrors the characteristics of its training data, producing content that, while reflective of the original, is distinctively unique.","@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer2"},{"@context":"http:\/\/schema.org","@type":"Answer","text":"Generative AI, as showcased by systems like ChatGPT, has the ability to profoundly transform customer experience. It enables unparalleled personalization and predictive insights, reshaping how businesses engage with customers. However, with its vast potential comes inherent risks, from consumer privacy to ethical considerations. As we harness the potential of AI, it is crucial to adopt a balanced approach along with an appropriate regulatory framework to ensure a cohesive blend of humans and machines.","name":"How does generative AI affect customer experience?","@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer3"},{"@context":"http:\/\/schema.org","@type":"Answer","name":"How can businesses ensure that generative AI is used ethically in personalization?","text":"<p>To ensure ethical use of generative AI in personalization, businesses should:<\/p> <ul> <li>establish a clear and transparent AI ethics policy detailing data collection, usage, and protection.<\/li> <li>prioritize unbiased data for training and continuously monitor and rectify models for potential biases.<\/li> <li>empower customers with control over their data, including visibility into its usage, ability to limit usage, or delete data.<\/li> <li>clearly communicate to customers how generative AI influences their experience.<\/li> <li>stay informed on AI advancements and emerging ethical considerations to ensure responsible use of generative AI technologies<\/li> <\/ul>","@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer4"},{"@context":"http:\/\/schema.org","@type":"BlogPosting","about":["http:\/\/www.wikidata.org\/entity\/Q984142","https:\/\/en.wikipedia.org\/wiki\/Artificial_intelligence","https:\/\/en.wikipedia.org\/wiki\/Ethics_of_artificial_intelligence","http:\/\/www.wikidata.org\/entity\/Q117246174","https:\/\/en.wikipedia.org\/wiki\/ChatGPT","https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#About","http:\/\/www.wikidata.org\/entity\/Q105604957"],"name":"Generative AI and customer experience: The power and risks","headline":"Generative AI and customer experience: The power and risks","image":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/06\/AI-and-customer-experience_FTR-1200x370.jpeg","description":"Generative AI and customer experience are a good match, promising better service, engagement, and conversions, but risks must be managed.","datePublished":"2023-06-06T00:01:00Z","dateModified":"2023-06-06T21:57:00Z","url":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/","author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/7fb10922098dc372c3e55b17c006086c?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/7fb10922098dc372c3e55b17c006086c?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/geert-leeman\/","name":"Geert Leeman","description":"Geert Leeman is Chief Operating Officer of SAP Customer Experience, and is responsible for the global sales strategy and go-to-market global operations for SAP\u2019s Customer Experience organization, serving more than 10,000 customers across the globe.  The SAP Customer Experience portfolio is market-leading and encompasses solutions that support our customer\u2019s business across 5 key pillars: Omni-channel Commerce, Digital Marketing, Customer Data Platforms, Sales Performance, and Service Excellence.  Geert joined SAP in 2001 and held several senior roles in Solution Management, Business Development and Key Account Management. Before joining SAP Customer Experience, Geert was the Managing Director for the SAP-Nestl\u00e9 Global Alliance [one of the largest and most important businesses in his region] and is a member of SAP\u2019s Global Leadership team. He is passionate about helping SAP\u2019s most strategic accounts grow revenue and drive innovation. He has worked with many of these accounts throughout his tenure at SAP to define and implement exceptional and engaging customer experiences.  A CRM veteran with over 20 years\u2019 experience in the customer-facing solutions space, Geert is focused on driving growth for both customers and consumers. Prior to joining SAP, Geert was a Management Consultant for CSC, within the manufacturing industries across Europe, focusing on sales and logistics.  He holds a Master\u2019s Degree in Business from the University of Brussels and a Master\u2019s Degree in Information Technology Management (DESS SIAD) from the University of Lille.","sameAs":"https:\/\/www.linkedin.com\/in\/geertleeman\/","identifier":636,"@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/geert-leeman\/#Person"},"subjectOf":{"@type":"FAQPage","name":"Generative AI and customer experience","about":[{"@type":"Thing","name":"Customer experience","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_experience"},{"@type":"Thing","name":"Customer Relationship Management","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_relationship_management"},"https:\/\/en.wikipedia.org\/wiki\/Generative_artificial_intelligence","http:\/\/www.wikidata.org\/entity\/Q117246174","http:\/\/www.wikidata.org\/entity\/Q1000371","http:\/\/www.wikidata.org\/entity\/Q984142","https:\/\/en.wikipedia.org\/wiki\/Artificial_intelligence"],"mainEntity":[{"@type":"Question","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer1"},"name":"What is the role of AI in customer experience?","@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Question1"},{"@type":"Question","name":"What is generative AI?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer2"},"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Question2"},{"@type":"Question","name":"How does generative AI affect customer experience?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer3"},"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Question3"},{"@type":"Question","name":"How can businesses ensure that generative AI is used ethically in personalization?","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Answer4"},"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#Question4"}],"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#FAQPage"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"@id":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#BlogPosting"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2023","item":"https:\/\/www.the-future-of-commerce.com\/2023\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2023\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2023\/\/06\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Generative AI and customer experience: The power and risks","item":"https:\/\/www.the-future-of-commerce.com\/2023\/06\/06\/generative-ai-and-customer-experience\/#breadcrumbitem"}]}]