Executives Detail AI's Role in Advancing Customer Experience
At Fast Company's Innovation Festival in New York, business leaders shared how their companies are implementing AI to enhance customer interactions and business operations.
Business leaders discussed the role of artificial intelligence (AI) in advancing customer experience at Fast Company's Innovation Festival in New York. Executives including Fran Bell of The Home Depot and Eugene Nikolavsky of Stellantis highlighted AI's potential to transform customer interactions.
Fran Bell, EVP and chief technology officer at The Home Depot, explained how their Magic Apron generative AI assistant serves both professional contractors and DIY customers. The assistant aids shoppers before, during, and after purchases, and aims to improve the in-store experience. Bell stated that AI augments human ingenuity and enhances associate expertise, for instance, by helping staff quickly locate products within the store.
Eugene Nikolavsky, chief information officer of North America at Stellantis, shared insights on using AI to improve the automotive customer journey. He described how AI facilitates a seamless buying experience, allowing customers to start the process either at the dealership or from home. Positive feedback indicates plans to scale this approach internationally.
Both executives emphasized customer understanding as the foundation for technology development. Bell advised against building technology for its own sake, advocating instead for solutions driven by deep customer insights.