The AI-Powered Enterprise examines two fundamental questions: First, how will the future be different as a result of artificial intelligence? And second, what must companies do to stake their claim on that future?
When the Web came along in the mid-90s, it transformed the behavior of customers and remade whole industries. Now, as part of its promise to bring revolutionary change in untold ways to human activity, artificial intelligence—AI—is about to create another complete transformation in how companies create and deliver value to customers. But despite the billions spent so far on bots and other tools, AI continues to stumble. Why can't it magically use all the data organizations generate to make them run faster and better? Because something is missing.
AI works only when it understands the soul of the business. An ontology is a holistic digital model of every piece of information that matters to the business, from processes to products to people, and it's what makes the difference between the promise of AI and delivering on that promise.
Business leaders who want to catch the AI wave—rather than be crushed by it—need to read The AI-Powered Enterprise. The book is the first to combine a sophisticated explanation of how AI works with a practical approach to applying AI to the problems of business, from customer experience to business operations to product development.
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About the Author
Table of Contents
Chapter 1 The Promise and the Challenge of AI 1
Chapter 2 Building the Ontology 27
Chapter 3 Customer Experience: The Front Line of the Battle 50
Chapter 4 Marketing: At the Center of the Data Storm 76
Chapter 5 Making Ecommerce Smarter 87
Chapter 6 Sharpening the Sales Process 121
Chapter 7 Customer Service: Delivering Higher Quality at a Lower Cost 144
Chapter 8 Accelerating Employee Productivity 163
Chapter 9 Physical Meets Digital: Manufacturing, Supply Chain, and Logistics 189
Chapter 10 AI-Powered Strategy and Governance 215
Chapter 11 Leading into the Future 236
About the Author 305
What People are Saying About This
"A great resource to separate the hype from the reality and a practical guide to achieve real business outcomes using AI technology."
—Peter N. Johnson, MetLife Fellow, SVP, MetLife
"Organizations seeking to realize the promises of artificial intelligence are finding that the journey to this nirvana involves more than just booking space on a new platform. The AI-Powered Enterprise shows that much more is required, including the oft-elusive robustness of process, data, and governance. Ignore this book at your own peril if you plan to undertake such a journey."
—Jim Gilligan, retired President and CEO, Blue Cross Life Insurance Company of Canada
"If you’re serious about harnessing the power of AI in your business—and you should be—this book will show you how to make it an operational reality."
—Scott Brinker, VP Platform Ecosystem, HubSpot, and Editor, chiefmartec.com
"Seth has honed in on the methodology behind how AI impacts content. A must-read for any enterprise interested in what their content says about them—from a data miner to a taxonomist to a casual blogger. The clarity of the various aspects of content design is super impressive."
—Eeshita Grover, Director of Marketing, Cisco