About the author |
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xii | |
Acknowledgements |
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xiii | |
1 AI and the future of work and society |
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1 | (31) |
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Optimism for innovation that benefits society and business |
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1 | (1) |
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2 | (1) |
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The impact of machine learning |
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3 | (1) |
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Customer focus: smart marketing |
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4 | (1) |
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The personalized experience |
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5 | (1) |
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5 | (1) |
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A small window of opportunity |
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6 | (1) |
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Is AI worthy of global attention? |
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7 | (3) |
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A global duty to raise living standards |
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10 | (1) |
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11 | (1) |
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The AI race: the US and China |
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12 | (2) |
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AI in the Middle East and South Asia |
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14 | (6) |
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20 | (1) |
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Investment in AI for marketing |
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21 | (1) |
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AI for improved collaboration |
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21 | (3) |
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24 | (1) |
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Beyond the pretty shiny objects |
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24 | (1) |
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AI is not a silver bullet for comms |
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25 | (1) |
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26 | (3) |
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29 | (3) |
2 Strategic AI tools for marketing, sales and CX |
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32 | (39) |
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Which tools are available? |
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33 | (1) |
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Replicate human reasoning |
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34 | (2) |
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36 | (1) |
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Emotionally intelligent chatbots |
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37 | (1) |
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38 | (1) |
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Accessible for smaller budgets |
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39 | (1) |
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Minimizing daily minutiae in customer service, sales, HR and marketing |
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39 | (5) |
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44 | (5) |
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Examples from hospitality |
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49 | (2) |
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51 | (1) |
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Replacement versus reshaping |
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52 | (1) |
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Predicting customer needs at scale |
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53 | (4) |
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AI-enabled marketing automation |
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57 | (1) |
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Connecting marketing, sales and CX for long-term advantage |
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57 | (4) |
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The new AI sales landscape |
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61 | (3) |
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Comm tech and decision augmentation |
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64 | (1) |
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Move up the food chain to strategy |
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64 | (2) |
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AI-powered reputation-based decision-making |
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66 | (4) |
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70 | (1) |
3 How AI is reshaping the world of retail and hospitality |
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71 | (26) |
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Really intelligent retail |
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72 | (5) |
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77 | (1) |
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78 | (7) |
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Elevating customer experiences |
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85 | (1) |
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Driving the future of work: intelligent marketing |
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86 | (3) |
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Reshaping digital marketing |
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89 | (2) |
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How can AI support sales? |
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91 | (4) |
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95 | (2) |
4 Driving change in the automotive and manufacturing sectors |
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97 | (16) |
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Building trust: AI-powered CX at Kia Motors |
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98 | (3) |
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Conversational AI drives empathy |
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101 | (2) |
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Decision Intelligence: making sense of data |
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103 | (1) |
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104 | (1) |
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105 | (2) |
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The environmentally conscious consumer |
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107 | (2) |
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The Rolls-Royce Aletheia Framework |
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109 | (1) |
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Trustworthy AI isn't necessarily good AI |
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110 | (2) |
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112 | (1) |
5 Optimizing AI data insights in finance, law and insurance |
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113 | (32) |
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Unlocking trust: using AI to develop a mutual relationship between bank and customer |
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115 | (2) |
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Conversational agents for customer support |
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117 | (1) |
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How to create an AI customer service platform |
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118 | (2) |
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120 | (1) |
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121 | (1) |
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Challenging the status quo |
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121 | (3) |
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124 | (1) |
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How to up-tech your institution for the future |
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124 | (2) |
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How to get started with AI in insurance |
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126 | (2) |
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The UK insurance sector today |
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128 | (1) |
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A snapshot of the industry |
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129 | (1) |
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Underwriting: measuring risk |
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130 | (1) |
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131 | (2) |
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133 | (1) |
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134 | (1) |
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134 | (1) |
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How insurers can use AI in their marketing and sales |
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135 | (1) |
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The rise of insurtech: friend or foe? |
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136 | (2) |
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Last but not least, people |
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138 | (1) |
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How is AI reshaping the legal profession? |
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139 | (3) |
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142 | (3) |
6 Revolutionizing customer support in the telecoms sector |
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145 | (28) |
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Six core benefits of AI for telcos |
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148 | (20) |
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Customer-centricity: the defining factor |
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168 | (2) |
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170 | (3) |
7 New economic model for the robot revolution |
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173 | (30) |
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Lifelong learning and quaternary education |
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174 | (4) |
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Personalized, lifelong learning |
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178 | (3) |
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Societal and corporate responsibility |
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181 | (1) |
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182 | (1) |
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Educating the next generation |
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183 | (1) |
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Enhancing education with strategic technology |
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184 | (12) |
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Looking ahead at learning |
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196 | (1) |
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AI lacks emotional attachment |
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196 | (1) |
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Will robots replace creativity in a work setting? |
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197 | (4) |
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201 | (2) |
8 A framework for AI success |
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203 | (30) |
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205 | (1) |
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206 | (1) |
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207 | (3) |
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210 | (1) |
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211 | (1) |
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212 | (1) |
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212 | (2) |
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214 | (1) |
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215 | (2) |
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217 | (1) |
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218 | (1) |
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Industry views on AI strategy |
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219 | (2) |
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221 | (2) |
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Treat AI as an assistant, not a boss |
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223 | (3) |
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226 | (2) |
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228 | (3) |
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231 | (2) |
9 Flourish or self-destruct? |
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233 | (29) |
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233 | (1) |
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Regulation and compliance enforcement |
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234 | (1) |
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AI in the United States, under Joe Biden |
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235 | (1) |
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Global citizen views of AI |
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236 | (1) |
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AI won't replace great human leaders |
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236 | (1) |
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237 | (2) |
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Lack of oversight and measurement |
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239 | (1) |
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Avoid limiting AI acceleration |
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240 | (1) |
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Responsible citizenship: a view from the United Arab Emirates |
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241 | (1) |
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North America's approach to AI issues |
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241 | (2) |
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Data security: a view from Canada |
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243 | (1) |
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Concerning knowledge gaps |
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243 | (1) |
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Transition from lab to real world |
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244 | (1) |
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The implications of AI in education |
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245 | (1) |
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Avoiding a digital divide |
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245 | (2) |
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247 | (1) |
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247 | (1) |
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Digital Darwinism in the 2020s |
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248 | (1) |
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249 | (1) |
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Next gen AI: unsupervised learning |
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249 | (1) |
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250 | (1) |
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Landmark ruling: Deliveroo algorithm judged to be discriminatory |
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251 | (1) |
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AI might widen the gap between rich and poor |
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251 | (1) |
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252 | (1) |
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252 | (1) |
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The battle for AI dominance |
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253 | (2) |
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255 | (1) |
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255 | (3) |
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258 | (4) |
Index |
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262 | |