Let’s be clear: there are already enormous opportunities for businesses to delight their customers through the considered application of GenAI. This report clearly shows consumers are genuinely excited about GenAI’s potential — they’re expecting greater innovation, better customer experiences and more personalized experiences. That means, if you can get your GenAI strategy right, consumers will favor you over competitors.
With a Responsible Tech mindset — one that aligns technology and organizational behavior with the best interests of consumers your organization can put in guardrails that ensure you don’t inadvertently use the tech in ways that upset your customers. While also ensuring whatever you’re doing with GenAI has your customers’ interests at its center and that begins with understanding what matters to them.
