Gen AI is rapidly transforming customer relations, with the biggest amount of change happening across customer interactions, customer services, and customer engagements. As BCG X’s Global Leader of our AI-driven customer management platform, Nacho Hafner Roda stands on the frontlines of the GenAI revolution. It was great joining him in Madrid recently to hear his take on the biggest GenAI transformations happening and the innovations ahead for the next 18-24 months to come. It’s no doubt an exciting time for customer relations.
My friend Sylvain interviews our own Nacho on the impact of Gen AI on Customer Experiences. We are getting closer to a world where companies will have an deep and qualitative understanding of evseryone if their customers which will allow them in turn to customize and personalize both products and services to an extent hard to imagine now. We are doing, as Nacho describes, a lot in that direction and of course more work is needed to address potential privacy issues and develop the technology. More to come in this…