Usman Janekankar of Sanofi presented an inspiring session at the 2024 CXS Summit that explored strategies to master AI applications in the customer experience world! The AI Imperative In an era of rapid technological transformation, artificial intelligence has emerged as the cornerstone of innovative customer experience strategies. This comprehensive guide will walk you through the critical steps of implementing AI applications that drive real business value.
Step 1: Understand the AI Landscape Before diving into implementation, gain a holistic view of AI’s potential. As Usman Janvekar from Sanofi highlights, AI is not a monolithic technology, but a nuanced ecosystem of:
- Artificial Intelligence (Broad concept)
- Machine Learning (Adaptive algorithms)
- Deep Learning (Neural network technologies)
Economic Drivers to Consider:
- Reduced technology costs
- Increased computational power
- Government innovation investments
- Growing social acceptance of AI technologies
Step 2: Identify Your Core Problem Statement The most critical phase of AI application development is defining the precise business challenge you’re solving. Ask yourself:
- What specific customer pain point are we addressing?
- Where are our current operational inefficiencies?
- How can AI create measurable value?
Pro Tip: “You’ve got to start with the customer experience and work backward, not force the technology.” – Usman Janvekar
Step 3: Conduct Comprehensive Ecosystem Mapping Create a detailed landscape of:
- Internal stakeholders
- Potential technology partners
- Competitive landscape
- Existing technological infrastructure
Step 4: Data Strategy Development AI is only as powerful as the data feeding it. Focus on:
- Quality of data sources
- Data integration capabilities
- Compliance and privacy considerations
- Scalability of data infrastructure
Step 5: Build Your Cross-Functional AI Team Assemble a diverse team including:
- Product Owners
- Data Scientists
- Business Analysts
