Insights
We believe that the right idea at the right moment can spark change and inspire action. Explore our insights on creative business transformation, future-proofing your business, and innovating to create great impact for all.
Generative AI
Generative AI in customer service
Human-machine collaboration is reshaping service experiences for customers and agents alike. In a new report, we identify three effective approaches to integrating GenAI into experience management.
- 30 April 2024
- 4 min read
Generative AI
Reimagining our global brand with Generative AI
Like many of our clients, our global brand team grappled with one of today’s biggest content challenges: how to become a more personalized, relevant brand to a highly diverse customer base. This led us to think differently about what brand identity means. Could Generative AI be the key to accelerating how we show up across channels? And how could we guarantee brand safety and consistency in the process?
- 25 March 2024
- 7 min read
Customer experience
Personalizing growth
Consumers are increasingly choosing brands that make them feel understood as individuals. Brands that excel at personalization are soaring past their revenue goals because their customers buy more, more often, and remain loyal over time.
- 11 June 2024
- 5 min read
Workforce transformation
AI can cut costs, but at what cost to the workforce experience?
Integrating artificial intelligence into the workplace offers many benefits, but moving too fast could have a negative impact on workforce experience if human needs are left unaddressed. Here, we explore four emerging tensions between the workplace opportunity inherent in AI investments and the human values potentially at risk.
- 09 April 2024
- 7 min read
DD Insights