This is the published version of Forbes’ CIO newsletter, offering the latest news for technology-focused leaders
Are you a technology-focused leader looking to stay up-to-date with the latest news and trends in the industry? If so, Forbes’ CIO newsletter is a must-read for you. In the most recent edition, the focus was on the importance of customer experience (CX) and the impact of AI on enhancing it.
According to a new study by CX platform Nextiva, 79% of companies view customer experience as a revenue driver rather than a cost center. This shift in perspective has led to significant ROI for companies investing in CX over the past five years. The study also highlighted the role of technology in shaping CX, with nearly half of companies able to track the revenue impact of CX investments and more than a third having better performance metrics to share.
While AI is seen as a key tool for improving CX, the study found that many companies are still in the early stages of implementing AI in customer interactions. The best CX, according to respondents, comes from a balance of automation, AI, and human touch. This human element is crucial in understanding the customer’s perspective and delivering a personalized experience.
In other news, Google parent company Alphabet recently reported its quarterly earnings, which fell short of expectations, leading to a drop in its stock price. Despite this, Alphabet announced plans to invest heavily in expanding its technical infrastructure, including servers and data centers, to support future growth.
On the AI front, the EU is making a significant investment in developing an open-source AI model called OpenEuroLLM. This project aims to create a multilingual AI model that complies with the EU’s strict data privacy and AI-related laws. The investment, though smaller compared to top AI companies in the US, is a step towards fostering AI development in the EU.
In a recent interview, Atlassian’s new CISO, David Cross, shared his insights on joining the company and his plans for enhancing security and building a strong community. Cross emphasized the importance of collaboration, growth opportunities, and transparency in Atlassian’s culture.
Overall, the latest edition of Forbes’ CIO newsletter offers valuable insights into the evolving landscape of customer experience, AI technology, and the strategic moves of tech giants like Alphabet and Meta. Stay informed and ahead of the curve by subscribing to the newsletter today!
