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Disney, Walmart, and Carnival UK Share Lessons in AI for Customer Experience
A trio of major companies – Disney, Walmart, and Carnival UK – have come together to share valuable insights on leveraging Artificial Intelligence (AI) to revolutionize customer experience. The key takeaways from their journeys provide invaluable guidance for enterprise leaders embarking on similar AI initiatives.
In the ever-evolving landscape of AI-enabled customer service operations, it is crucial that companies approach these changes with a comprehensive strategy that addresses more than just technological deployment. A critical lesson emerged during recent discussions at the NiCE Interactions conference, where executives from these three leading organizations shared their collective experiences.
Carnival UK’s journey serves as an exemplary case study in AI for customer experience implementation. With over 1.25 million annual guest interactions flowing through disconnected legacy systems, John Wells, Contact Center Director, emphasized that “knowledge management and structuring your knowledge is as important to your success as AI management.” The company spent six months consolidating scattered knowledge from multiple systems to ensure seamless integration with its newly developed AI-powered customer service platform.
In stark contrast to this ‘business change program,’ Disney prioritized strategic leadership and security. According to SVP for Customer Experience Arun Chandra, Disney’s vision is built around the notion of building a globally scalable CX solution that serves over 150 million customers across 100 geographies. The company places extraordinary emphasis on direct senior leadership involvement, data privacy, legal requirements, and security challenges.
Walmart, meanwhile, highlights the importance of consolidation and strategic partnerships in AI deployments. Anderson Wilkins from Walmart emphasizes the value in finding a trusted partner who can co-innovate and scale with an enterprise’s microservice architecture and auto-scaling for on-demand capacity. This approach enabled the company to streamline its operations and provide seamless experiences to customers.
In essence, these three corporate leaders converge on one fundamental message: AI implementation requires more than technical deployment; it demands strategic partnerships, organizational change management, and a paradigm shift in customer service operations.
Source: www.forbes.com
