Digital culture with AI – Today we are going to talk about how conversational AI may contribute to digital culture, taking a cue from Capgemini report “The Digital Culture Challenge”.
what is digital culture?
Digital culture with AI – Corporate culture is the result of how a company works and operates. It is composed of the collective experiences of employees, what they believe in and what they value, as well as leadership, purpose and vision.
Capgemini defines “digital culture” as a set of seven key attributes:
- customer centricity, in terms of customer experience and customer base expansion;
- innovation, in terms of risk taking, disruptive thinking, and the exploration of new ideas
- data-driven decision making;
- collaboration, optimize the enterprise’s skills through cross-functional and inter-departmental teams;
- opening to partnership and third party vendors relationship;
- digital mindset (digital solutions are first choice);
- agility and flexibility (speed and dynamism in decision making and adapt to changing).
progress and delays in “culture journey”
According to Capgemini research , organizations are moving forward in terms of collaboration (51%) and customer centricity (59%), but consistent progress across all seven culture dimensions is rare.
Capgemini’s report also shows a gap between management and employees’ vision of digital culture presence inside the organization.
As showed in the following figure, percentages of leaders that agree on the existance of a corporate digital vision, a well defined strategy and capacity of communication throughout the organization, are not aligned with the perception of employees, in percentage.
Capgemini define “Front-runners” organizations those that performed across all the seven dimensions of digital culture and where management and employees perceptions are aligned.
“Front runners” represent one third of the panel.
digital culture with ai: developing digital culture with artificial intelligence
In this scenario, it is easy to perceive the potential of artificial intelligence and conversational AI in supporting organizations’ digital culture change, in particular, in areas such as collaboration, data-driven decision making, innovation and customer centricity.
In terms of customer experience, the implementation of conversational AI agents in digital communication channels allows to provide 24/7 customer assistance, handle multiple requests at the same time, improving both the quality of service and staff workloads, thanks to recurring tasks automation.
Customer conversations analytics allow to monitor the level of service and access an overview of customer needs and interactions to improve customer care, support decision making and anticipate customer needs.
Automating conversations means improving relationships with customers and optimizing internal processes. Virtual assistants provide employees with data from different systems or platforms using simple vocal commands; also conversational AI agents can improve collaboration collecting internal feeedback and conducting sentiment analysis.
Wrapping up, if developing a “digital culture” means implementing digital solutions as a first choice and opening to innovation by investing in new technologies, integrating artificial intelligence in a corporate business strategy means to speed up the transition from “Slow movers” to “Front-runners”.
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