Tapping AI: The Future of Customer Experience at Verizon Fios
Podcast and transcript:
Verizon Fios's Justin Reilly discusses the future of AI in enhancing the customer experience.
Justin Reilly, head of customer experience innovation for Verizon Fios, is projecting that 80% of value creation in artificial intelligence (AI) will be in business-to-business [B2B] applications, and the rest in consumer services. In an interview with Knowledge@Wharton during the Mack Institute for Innovation Management’s fall conference on Emerging Innovation Leadership Challenges for Global Firms, he also noted that Generation Z is increasingly becoming protective of personal data and may start withholding it from companies unless offered compensation, while millennials will continue to favor companies that make positive social contributions. Reilly, who was a conference speaker, also suggested that in a world of vast automation via AI, companies that learn how to preserve a human touch should have a competitive advantage. .... "
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