"AI is no longer just a tool; it's a strategic imperative," said Dee Waddell, global industry leader, consumer, travel and transportation industries at IBM.
Retail and consumer product companies are at a tipping point where embedding AI across their operations can help define not just productivity gains, but the future of brand relevance, engagement, and trust.
The use of AI in customer service, particularly for personalized responses and follow-ups, looks set to rocket, growing by 236% in the next 12 months.
Despite nearly nine-in-ten executives claiming to have clear AI governance frameworks, fewer than a quarter said they have fully implemented tools to manage risks like bias, transparency, and security.
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