Failure to digitally transform, and leverage consumer data to continually improve the customer service experience, is effectively a one-way ticket to disaster.
Artificially intelligent chatbots are dispensing online therapy, virtual reality is transporting us into far away galaxies, and the internet of things is making vehicles smart enough to drive themselves — we are hurtling at astonishing speed into the fourth industrial revolution.
Machines are getting better at thinking for themselves. Microsoft’s DeepCoder, for example, has learnt to write its own code. And Google has built Federated Learning — a tool that automatically personalizes apps directly on users’ devices.
Millennials are America’s biggest generation and they’ve got money to burn. At 75.4 million strong, they’ve overtaken baby boomers as the nation’s largest living cohort, and from 2017 are due to spend $200 billion annually.