How Consumer Views of AI are Shaping the Customer Experience Journey

whitePaper | December 15, 2019

Artificial Intelligence (AI), and specifically Machine Learning (ML), are being tested in an increasing number of fields, including data-centric environments. Image or text analysis, speech recognition, chatbot interactions, custom machine learning models… all these are elements that could enable the AI journey of a public safety and security organisation. This document dives into different aspects of integrating AI & ML in Public Safety activities, at different levels and in different domains of activity. It presents ethical and regulatory considerations, real examples from Public Safety Answering Points (PSAPs) and Emergency Response Organisations (EROs), and also initiatives that can benefit the public sector greatly, with a series of recommendations at the end.

whitePaper | July 21, 2020

Back in 2016, the most popular app download on Christmas Day was Fitbit, dominating Apple’s App Store. The rapid adoption of Fitbit and other wearable fitness trackers has underpinnings in psychological motivation theories. Realtime data monitoring provides a powerful incentive that is capable of changing human behavior. Since 2016, the wearable technology market has continued to evolve, including the acquisition of Fitbit by Google, which was announced in November 2019.

whitePaper | December 28, 2022

This document is published by the World Economic Forum as a contribution to a project, insight area or interaction. The findings, interpretations and conclusions expressed herein are a result of a collaborative process facilitated and endorsed by the World Economic Forum but whose results do not necessarily represent the views of the World Economic Forum, nor the entirety of its Members, Partners or other stakeholders.

whitePaper | August 14, 2020

As consumers and customers, we are accustomed to easy, intuitive and superfast transactions driven by data. Therefore, businesses have the various challenges of managing and mining the data they produce and use, but also ensuring that their digital experience is 100% reliable for their customers — so the chain of trust is never broken.

whitePaper | May 4, 2022

The pandemic has brought about significant economic disruption, thereby increasing the need for banks and financial institutions to be more agile. However, Covid-19 is not the only factor that drives automation and digitalization in the credit and lending process in credit institutions. Incumbent banks are increasingly facing pressure from neobanks, these having the strategic advantage of being “born digital”. In addition, customers demand fully digitalized processes with regard to the ease of use and fast turnaround times.

whitePaper | August 9, 2020

Even before the COVID-19 pandemic, the pace of change in the financial services industry was exhausting. The challenges just kept coming: from the 2008 financial crisis to a raft of fintech newcomers and established brands pivoting into the industry, a panoply of regulations and the looming threat of a recession — to name a few.