Architecting intelligence

Every company has key market-making platforms, which it uses to forward its offer or service to its customers. This, in turn, helps build a customer experience-based story at the core and outside the business. The data within and outside the organization driving an end-to-end process helps derive insights that can drive the Customer Experience (CX) intelligent moments, using ML and AI components. Let’s call it an Artificial Intelligent Experience (AI-X). These moments can happen across the processes for suppliers or customers.

This would require a crucial collaboration within and across industries, where all process participants contribute via the data collected from the subprocesses they execute and derive value from it. This, in turn, requires a fabric of technology that weaves the experience, insights, and the people interacting with it, which not only helps the participants but also directs what could happen next and, at times, self-heals (corrective...