Harnessing AI to Unlock New Forms of Customer Value
Introduction
As artificial intelligence (AI) capabilities rapidly mature, most companies pursue AI without connecting efforts to real customer value. By taking a strategic approach anchored in customer needs, however, AI offers possibilities for innovation creating differentiated user experiences. This white paper shares a framework for applying AI to unlock new forms of customer value across key business priorities.
Focusing AI Through the Lens of User Value
Instead of generic AI deployments, companies should pursue high-value AI defined as:
Capabilities elevating user experiences by addressing unmet needs, removing friction, and enabling new outcomes.
Realizing such possibilities requires examining problems through the lens of user value across three dimensions:
1. Automating Manual Work
Personalized in-product guidance
Contextual help and recommendations
Streamlined workflows
2. Generating Insights
Discovering unmet user needs
Validating product direction
Quantifying business impact
3. Achieving Outcomes
Optimizing key metrics
Personalizing user journeys
Accelerating transformations
Pursuing high-value AI mandates not technology for its own sake but deliberate needs-driven innovation placing user goals first.
By connecting AI to priority customer problems across these dimensions, companies can deliver magical experiences that affordably scale.
Guiding Principles for Impactful AI
Effectively harnessing AI to transform user value relies on four guiding principles:
Validate with Real Users
Measure Business Value
Prioritize Integration
Champion Adoption
AI should ultimately collapse behind the user experience, not distract users. By tying AI to real problems and anchoring on adoption, companies can sustainably scale AI delivering tangible user benefits over marketing hype.
The Possibilities of Purposeful AI
With a strategic approach, AI offers boundless potential to remove friction, enable outcomes and exceed user expectations across virtually every domain. But possibilities emerge only when grounded in genuine user needs and focused on adoption. The principles for High-Value AI provide guideposts to harness AI for human good. By championing such responsible innovation, companies can unlock new forms of customer magic at scale.