{"id":509456,"date":"2024-03-13T16:16:14","date_gmt":"2024-03-13T23:16:14","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/accelerating-the-future-of-experience-as-a-service"},"modified":"2024-03-13T16:19:08","modified_gmt":"2024-03-13T23:19:08","slug":"accelerating-the-future-of-experience-as-a-service","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/accelerating-the-future-of-experience-as-a-service","title":{"rendered":"Accelerating the Future of Experience as a Service"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Business today moves at the speed of AI. It\u2019s a rapidly evolving technology that\u2019s transforming industries, unlocking new levels of productivity and, in the process, promising to turbocharge the global economy.<\/p>\n

But while artificial intelligence (AI) is the boardroom buzzword, the magic is happening under the hood \u2014 or rather in the cloud. AI and the cloud go hand in hand. Without the immense computing power, storage capacity and scalability of the cloud, the seemingly boundless opportunities AI creates would instead feel underwhelming; its large language models would be confined and its capacity to learn constricted by finite datasets.<\/p>\n

It’s no surprise then that organizations that want to use AI to create deeper connections with their employees and customers are racing to the cloud. A McKinsey study<\/a> last year found that applying generative AI to customer care functions could increase annual productivity 30\u201345% from current costs. Those savings, paired with more personalized, empathetic, end-to-end experiences orchestrated at scale \u2014 what we call Experience as a Service\u00ae<\/sup> \u2014 are table stakes for earning employee and customer loyalty in the experience economy.<\/p>\n

AI\u2019s unprecedented hype tour wasn\u2019t unexpected. Almost five years ago, and less than a month after I joined Genesys, I spoke at our 2019 Xperience customer and partner event about how the use of AI and the cloud would introduce the world to a new level of personalized experiences.<\/p>\n