Introduction Imagine a customer service experience free of hassle—where connecting with a customer agent is seamless. They troubleshoot product issues, reschedule order deliveries, and manage your subscriptions in seconds. Picture speaking with a customer care agent who instantly understands your concerns and sentiments, offering solutions and recommendations that quickly resolve the issue. No long …
Executive summary We’ve entered an era of profound disruption where generative AI offers businesses an unprecedented chance to accelerate their reinvention and achieve new performance levels, surpassing past achievements. Generative AI, led by innovations like ChatGPT, emerged prominently in 2023. According to our research, 8% of companies, identified as the Reinventors, are transforming every aspect …
Human by design: How AI unleashes the Next Level of human potential The relationship between humans and technology is at a critical turning point. Imagine those dystopian images of humans 1,000 years from now—hunched backs, pale skin, and large, sensitive eyes—symbols of a life spent too much indoors, disconnected from the physical world. These depictions …
Introduction In the final quarter of 2023, 74% of consumers abandoned purchases due to feeling overwhelmed, according to Accenture’s Consumer Research 2024. Despite companies’ efforts to prioritize customer-centricity and personalized experiences in recent years, 71% of people report seeing no improvement—or even an increase—in the time and effort required to make purchase decisions. It’s understandable …
Preface For many companies, the next 12 to 24 months will be a defining period. Those who have invested in new technologies, skills, and ways of working have seen varied returns. Now, with the rise of generative AI, businesses face an unparalleled opportunity to outpace their competitors. Will they seize this chance to accelerate their …
Introduction For decades, digital technology has been a key focus for dealmakers. Acquiring digital capabilities is often a primary objective in mergers and acquisitions (M&A). In fact, nearly 60% of M&A executives anticipate that their deals will accelerate their transformation into digital businesses, with operating models centered around a robust digital core. This digital core …
Introduction The public launch of OpenAI’s ChatGPT in November 2022 and subsequent developments have spawned huge interest in generative AI. Both the underlying technologies and the range of applications and products involving at least some generative AI have developed rapidly (though unevenly), especially since the publication in 2017 of the breakthrough ‘transformers’ paper (Vaswani et …
2023: The Year of Icons and Transformation The year 2023 was marked by major cultural phenomena such as the resurgence of Barbie, the eras of Taylor Swift, and Beyonce’s Renaissance. It was also the year Twitter transformed into X. While it was a dynamic and transformative year, it certainly wasn’t boring. This report delves into …
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