On a recent AI & RPA (Artificial Intelligence & Robotics Process Automation) webinar, Brian Goehring (Associate Partner & Cognitive Lead – IBM Institute for Business Value) reported that while 90% of clients are using AI, most are only at the basic level (i.e., 50% are automating in labor saving areas).
Goehring reported the second and third levels of AI-driven transformative change are more complex and involve (2) Advanced AI (machine learning, image analysis, recommendation engines) followed by (3) AI-Driven Automation (top applications include R&D – 32%, customer experience – 28%, data security – 26%, risk mitigation – 26%, and talent mgmt. – 20%).
One of the limiting factors is finding the talent to lead advanced stages of AI transformation. Neil Edwards, COO of Trensant, commented, “Good luck finding the talent that’s needed. There were 700 VC-backed companies funded in 2017 and 47 exits, and in some recent successful exits acquirers stated, ‘We don’t care about your technology, we just want the people.'”
Edwards has scaled several VC-backed and public company divisions in areas including AI, FinTech, Block Chain & Crytocurrency, Payments, Mobile Apps & Web Services, and Omni Channel e-Commerce. Edwards further commented, “There is an all-out ‘arms race’ among the technology innovators (i.e., Amazon, Google, Facebook, Apple, Netflix) and other technology sector leaders (i.e., Microsoft, Baidu, IBM) to define and lead next-generation AI-driven marketing and customer experience transformation.”
EC is partnering with AI & RPA (Artificial Intelligence & Robotics Process Automation) association members as well as several technology innovators to identify the best sources of talent. Candidates with large scale technology strategy consulting experience in areas including sales/demand generation, customer experience/engagement, analytics/database, and marketing automation are among the top target areas.
According to a recent Forrester publication (Predictions 2018 – Customer-Obsessed, Data-Driven Marketers Thrive), there is a further need and opportunity to “tackle scarce talent needs and skill sets head on with training and partnering.” Many clients are setting up Digital Transformation “Centers of Excellence” and cross-training employees in other functional areas in order to raise digital and data-driven competencies. In addition, many clients are partnering with other companies to recruit data analysts, engineers, and other new skill positions required to implement customer experience transformation.
Pls. reach out to EC directly in the event we can be of assistance sourcing talent to lead next generation AI-driven marketing and customer experience transformation. EC has recruited Chief Digital Officers, Chief Customer Officers, and VP, Customer Experience positions with the remit of transforming enterprise-wide data-driven, omni-channel customer engagement and experience.
Best,
Jeff Gundersen, CEO
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