It’s almost impossible to talk about the changing technological landscape without mentioning Artificial Intelligence (AI). In fact, AI is the foundation of big changes happening in almost every industry. Leaders know it’s important to talk about AI and its impacts, but here at Syndeo Institute, we don’t just want to talk about it, we want to do something. We want to educate, research, and innovate around AI and enable our partners to do the same.
In our 2024 Intrapreneurship & Innovation Report, we introduce the concept of Empowering Every Experience. For us, this is a mantra and a goal for the next year and beyond, and I’m excited to kick off this blog series under the same theme. We know that AI provides an important opportunity to empower and enrich the experiences that are part of what makes our industry so special. And we know that at the heart of all of this is Customer Experience (CX).
While AI is affecting automation and analytics, we’re acutely focused on the human elements of the equation. How are we ensuring AI’s role is to do task-oriented work so people can be more focused on creativity, empathy, and connection? We know there’s balance to be found on this front, and we’re dedicated to uncovering it. For us, empowering every experience means focusing on the impact between technology and human insight.
In 2023, corporations invested an unprecedented $300 billion globally in AI research and development. This change is similar to when businesses began to adopt computers, email, and online-based systems—except bigger. When that happened, the way people did business was changed forever. Today, the shift to AI in almost every trade likely means even wider changes. But where does all this automation leave us on the human interaction front? Where does CX fall in this landscape of change?
Ninety-two percent. That’s almost all of us, and our research shows that belief is spot on. We know that keeping CX at the heart of the decisions we make around AI will help us build trust, transparency, and satisfaction among both employees and customers. When we embrace changing technology and put it to work for employees, customers, and consumers, we redefine the customer experience. It starts inside our organizations by equipping employees with the right technological tools and nurturing them in an intrapreneurial environment. This promotes thoughtful risk-taking and creates experiences aligned with customer needs and expectations. It sounds simple, right? At Syndeo Institute, we help our partners make it as simple as possible.
There’s no question that AI is here to stay, but there is the question of how businesses will adjust and grow with it, and harness the power of AI to improve while maintaining customer comfort and trust. Based on our research, only 31% of companies currently have AI adoption efforts categorized as strategic or better, yet 62% of companies anticipate achieving that minimum strategic stage within the next 12 months. That’s a lot of opportunity for change in a short time. So how do organizations get there? We consider these the most important priorities:
- Equip people by investing in new technology and the education to implement it.
- Empower CX teams to work as productively as possible.
- Develop expertise by building internal AI education and development programs.
While change is often seen as an obstacle, the optimism and enthusiasm around AI and how it will affect CX is palpable. Connectivity leaders are excited about what AI means for our industry and are ready to embrace the opportunities for improved—and empowered—experiences. At Syndeo Institute, we’re excited to help you get there, to equip your teams through learning and development that prepares your organization to embrace and leverage the power of AI. Our industry is known for changing and adapting with new technologies, and we’re proud to be on the forefront of AI education and understanding. We’re not just talking; we’re doing something, and we’re glad you’re along with us for the journey.
