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Interview: Suman Deep on Revolutionizing Customer Success through Digital Transformation
- Suman Deep, the digital transformation expert has authored a book named 'Digital Transformation for Customer Success- The New Age Success Mantra' which emphasized the importance of ethical AI in CRM systems.
- The book focuses on how AI ethics can impact customer relationships and the importance of aligning those tools with a company's core values.
- Suman is a veteran of multiple companies including Salesforce and Facebook, making him the right person to combine ethical and technical aspects of digital transformation.
- He mentions that an ethical framework is needed while incorporating AI in customer relationship management to ensure customer data is handled transparently and responsibly.
- AI adoption by businesses is still a challenge due to the lack of understanding of the technology.
- To be able to demystify AI technology, businesses must start by focusing on small and manageable AI implementations relevant to their needs.
- Another significant challenge in AI adoption is the fear of ethical pitfalls concerning bias in algorithms and the misuse of customer data.
- Nonprofits have unique challenges, but also outstanding opportunities to leverage AI and CRM systems to engage with their communities, raise awareness and drive donations.
- AI can be used by nonprofits to predict customer behavior, tailor communications, and automate repetitive tasks while using it as a tool to enhance their mission.
- Finally, he believes that we are at the dawn of a new era of customer success, where AI will play a considerable role in creating more personalized, ethical and transparent interactions.
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