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Destination CRM: Required Reading

Destination CRM published "Required Reading: AI Has Complete Power Over the Customer Experience" on August 31, 2020 based on an interview with Seth Earley. 

"What is the main point you want people to take away from reading this book?

I want people to understand that AI success requires certain things to be in place that are less about AI and more about IA (information architecture). People need to understand that AI is a shared journey between business stakeholders, IT, senior leadership, and the customer. I want to demystify AI and show how its success is predicated on tried-and-true information management principles and that there is no getting around those principles. AI is complex but not mysterious. Even though the inner workings will be delegated to technical staff, business people and senior leadership can and must understand the business value, objectives, functions, and success factors for AI."