Current Issues

Regular Industry Development Updates, Opinions and Talking Points relating to Manufacturing, the Supply Chain and Logistics.

Your Customer, the AI

Your Customer, the AI
It sounds like a pathetic phishing attack: Click here to make $300,000 to $500,000 a year without an advanced degree and little experience. Too good to be true, right?

Not when the offer is coming from Silicon Valley and the job involves the jackpot-hitting skill of artificial intelligence (AI). Technology companies are trying to do with the world’s limited supply of 10,000 AI engineers what John D. Rockefeller did with oil: corner the market.

Okay, you ask, what do these big-spending technology titans have to do with me? Do you buy or sell anything?

As the Q4 issue of the Digitalist Magazine Executive Quarterly explains, it actually has everything to do with you.

The companies making big plays in AI aren’t hiring all those quants just to refine their search algorithms or make it easier to share photos. They have something much bigger in mind: They want to own the customer experience—your customer experience.

In this month’s cover story, “With or Without You,” we explore how AI is reorganizing the customer experience into two categories: those that add meaning to our lives and those that don’t.

Companies with experiences, products, and services that add emotional value to customers’ lives have a good shot at retaining the direct relationships that they enjoy today. But many everyday purchases are at risk of being offloaded to emotionless AI intermediaries that make buying decisions independently and even without the knowledge of their human beneficiaries.

Companies that lack meaning in customers’ lives must either work to create it or figure out how to make their offerings stand apart from incredibly well-informed AIs. Business leaders need to learn how the AI-mediated marketplace will function now and gather the AI expertise necessary to hang on to their markets. There is no time to wait.

AI isn’t just changing the world of humans, however. Robots have long been second-class participants in the workplace, kept separate from humans and tasked with the dullest, dirtiest, and most dangerous work imaginable.

But now, equipped with AI smarts, robots are entering a new phase, becoming colleagues and collaborators with humans and with each other. Our story, “Domo Arigato, Partner Roboto,” focuses on strategies for how man and machine will work together. Human resources will need to become human–machine resources.

Meanwhile, trade saber-rattling aside, there is no denying that our global economy has become completely interdependent. These days, any company worth its salt has global aspirations, meaning that it must learn how to cross borders successfully.

Increasingly, that crossing has as much to do with data as with products or services. Depending on where companies do business, the value of that data and the sense of ownership that customers have over it varies wildly. Germany, for example, has had a strict data privacy law in place for 40 years, while the United States is only now beginning to wake up to the implications of not managing a free-for-all.

As we point out in our story, “Can You Keep a (Data) Secret?” the increasing sophistication of global cybercrime is causing customers all over the world to become more sensitive about their data. Companies that can deliver a high standard of security to customers will have a competitive advantage in doing business globally. We tell you how to do it.

Data is just another way to look at behavior. And how we interpret behavior, not just among customers and employees but also among growing numbers of cyber-colleagues such as robots and algorithms, will determine our companies’ success. Read the latest issue of the Executive Quarterly to find out how the pieces fit together.

Original Source
Used with permission of SAP SE
© 2018. SAP SE All rights reserved.

David Griffiths
Senior Product Marketing & Strategy Manager, Adjuno
Putting your brand in the hands of AI
Johannes Panzer
Head of Industry Strategy for Ecommerce, Descartes Systems UK
Is digitisation the key to preventing cross-border landed costs from disrupting international ecommerce?
Richard Seel
Managing Director Supply Chain & Logistics, Delaware
Meeting the Challenge of Supply Chain Efficiency – How Manufacturers Can Achieve their Goals
Olivier Binet
Managing Director International Markets, InPost
How to build sustainability into last mile deliveries
Ron Volpe
Global Vice President Apps Business Development, Tradeshift
Under-Pressure Retailers Turn to D2C to Level the Playing Field
Craig Summers
UK Managing Director, Manhattan Associates
Margin Erosion is turning the spotlight on the Warehouse
Simon Runc
Principal Visual Analyst, Atheon Analytics
Unlocking the Value in Data
Steve Purvis
Operations Director, Bis Henderson Space
Brexit Uncertainty Highlights Need for Flexible Logistics Strategy
Alan Gunner
Business Development Director, Adjuno
Starting at the source: achieving a sustainable supply chain
Craig Summers
UK Managing Director, Manhattan Associates
Conquering Connected Commerce
Mark Jolley
EMEA Manufacturing, Transport & Logistics Solutions Sales Lead, Zebra Technologies
Augmented Reality is becoming a Retail Reality
Craig Summers
UK Managing Director, Manhattan Associates
The Cost of Doing Nothing
Sam Ireland
International Marketing Manager, Loftware
Are You Navigating Global UDI Compliance?
Stephen Cameron
Business Development Director, SWRnewstar
How the Resource and Waste Strategy Can Empower Industry
Georgia Leybourne
Senior Director International Marketing, Manhattan Associates
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Jon Moody
Chief Executive Officer, SSG Insight
The Future of Supply Chain Management
David Luttenberger
Global Packaging Director, Mintel
Mintel announces top global packaging trends for 2019 and beyond
Andrew Tavener
Head of Marketing, Descartes UK
Compliance Management – it’s time for joined up thinking
Stephen Cameron
Business Development Director, SWRnewstar
Primark's move to 100 per cent sustainably sourced cotton should be commended
Marc Corriveau
Account Manager, Loftware
Changes in packaging result in ROI for F&B products
John Perry
Managing Director, SCALA
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David Jinks MILT
Head of Consumer Research, ParcelHero
Booking a courier? No printer required, says ParcelCompare
Graham Parker
CEO, Gravity Supply Chain Solutions
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Sam Ireland
International Marketing Manager, Loftware
How Brexit Will Impact Supply Chain Labeling?
Sid Holian
Managing Director, Bis Henderson Consulting
Three critical steps to a hi-tech, agile supply chain
Manu Tyagi
Associate Partner, Retail and Consumer Goods, Infosys Consulting
M&S and Ocado have signed a £750 million deal to take M&S groceries into the home delivery market
Olivier Frère
Serialisaton Expert, Zetes
Understanding the Tobacco Products Directive
Paul Heiden
Senior Vice President of Product Management, Ultimaker
6 overlooked benefits of 3D printing for your supply chain
Dave Locke
EMEA Chief Technology Officer, WWT
Merged pharmaceutical firms seek fast-track route to savings
Johannes Panzer
Head of Industry Strategy for Ecommerce, Descartes
How to make international ecommerce transparent, efficient and cost-effective
Craig Summers
UK Managing Director, Manhattan Associates
Putting the WOW in the checkout experience
Richard Parfect
Fund Manager, Seneca Investment Managers
The cessation of Airbus A380 production
John Perry
Managing Director, SCALA
What next for British business?
Chris Jones
EVP Marketing & Services, Descartes
5 Key Logistics Trends and Technology Implications for 2019
Craig Summers
UK Managing Director, Manhattan Associates
What is the Checkout of the Future?