Using AI to Build Stronger Connections with Customers.

  • Published In: Harvard Business Review, 2024, v. 102. P. 72 1 of 3

  • Database: Business Source Ultimate 2 of 3

  • Authored By: BURNS, MAUREEN; SANKAR-KING, SHARONA; DELL'ORTO, PRISCILLA; ROMA, EDUARDO 3 of 3

Abstract

This article details suggestions on improved customer interactions utilizing generative artificial intelligence (genAI). The article stresses the importance of long-term customer loyalty over the typical genAI metric of short-term value. Examples from the banking industry on personalization are provided including the Royal Bank of Canada and Morgan Stanley Wealth Management. The Net Promoter Score is a topic and the article concludes with tips on rolling out genAI technology carefully.

Additional Information

  • Source:Harvard Business Review. 2024/10, Vol. 102, p72
  • Document Type:Article
  • Subject Area:Business and Management
  • Publication Date:2024
  • ISSN:0017-8012
  • Accession Number:182910272

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