The AI-Powered Enterprise

Happy Friday, Sippers!

How was your week?

Mine was an absolute whirlwind, culminating in a presentation for the Cercle des Présidents this past Wednesday, where Nicholas and I unveiled our AI-Powered series.

I kicked things off by explaining how AI is fundamentally reshaping how consumers interact with brands and how brands, in turn, are adapting to meet those evolving expectations. It’s not just about flashy new apps anymore; it’s about creating an experience so seamless it feels, well, smart.

We delved into how consumers are now:

• Engaging in more powerful conversations: They're no longer just searching; they're finding solutions because AI helps brands understand their real-life problems and deliver complete solutions. It’s like having a brand that truly "gets" you, anticipating your needs before you even fully articulate them.

• Leveraging the power of sight: High-quality images and videos aren't just for campaigns anymore; they're the starting point for discovery and commerce. AI is "removing the guesswork" and allowing consumers to make purchasing decisions with "much greater confidence". Less endless scrolling, more "Is this exactly what I want? Yes, yes it is."

• Embracing the power of delegation: This is the ultimate time-saver. The "mental load of planning, comparing, and booking is lifted" because AI agents are handling tasks for consumers. Think of it: your travel agent is now an AI that knows your preferences, finds the perfect trip, and probably even pre-orders your favorite in-flight snack.

It's clear that customer expectations are evolving rapidly. They expect personalization, quick self-service options, and increasingly, mobile interactions.

And now, I'm thrilled to hand the mic over to my brilliant colleague, Nicholas Morel, who will give you the inside scoop on the AI-Powered Enterprise!

Hello All!

Nicholas here, taking over Julie's usual spot this week to share some insights from our recent Cercle des Présidents presentation. Julie masterfully covered the AI-Powered Consumer and Brand, but my heart (and my expertise!) truly lies in the AI-Powered Enterprise. It was a proper show, much like a Montreal Grand Prix Saturday night, with all the energy and excitement!

When we talk about the AI-Powered Enterprise, we're not just discussing futuristic concepts; we're exploring how Artificial Intelligence is fundamentally changing the way businesses run, from streamlining complex operations to truly transforming customer experiences.

At the heart of it, we highlighted three core powers that AI brings to the enterprise:

• The Power of Conversation: Omnichannel Customer Engagement. The reality is, customer needs and expectations are constantly evolving. They expect you to know them, they want help fast, and they demand convenience. This means a massive shift towards omnichannel customer engagement, powered by AI. We're moving beyond basic chatbots to conversational agents that can personalize customer responses, quickly retrieve documents, and generate consistent responses across every touchpoint. This focus on loyalty and quality is paramount, and AI can significantly improve customer engagement while driving operational and cost efficiencies. In fact, Generative AI in customer service functions could increase productivity by 30-45% and further reduce human-serviced contacts by up to 50%.

• The Power of Sight: Multimodality and Thinking Models. High-quality images and videos are no longer just campaign assets; they're the starting point for discovery and commerce. AI models are becoming increasingly multimodal, capable of understanding and generating content across various formats like images and video. This allows for incredible capabilities such as real-time, hyperlocal weather adaptation in scenes, understanding demographic insights, and tailoring an ad's tone to resonate with specific age groups. It's about AI seeing and thinking in ways that elevate brand communication, removing the guesswork for consumers and allowing them to make purchasing decisions with much greater confidence.

• The Power of Delegation: Reimagined Ways of Working with Agents. This is where we see the ultimate time-saver for businesses. AI agents are transforming internal operations and external customer interactions by performing tasks on behalf of employees or even customers. These agents can automate manual processes, streamline repetitive tasks, and even accelerate the review of disparate data sources. Think about the mental load of planning, comparing, and booking being lifted entirely. It means businesses must become "agent-friendly," ready for this new world of delegated tasks. For example, Google DeepMind's Mariner technology allows agents to automatically research and take action across public and internal websites, helping with everything from booking a hotel to purchasing supplies for an event. Multi-agent systems can even break down complex requests into near-limitless sub-agents, each with their own goals and tools, all orchestrated to bring it all together, like in the insurance industry where agents can assist with claims processing.

The entire presentation was incredibly energizing. It's exhilarating to see how these technologies are not just shaping the future of marketing but redefining how businesses operate at their very core.

So, as we navigate this brave new AI-powered world, remember that the goal isn't just to adopt the latest tech. It’s to leverage it to build deeper connections, solve real problems for your customers, and, ultimately, ensure your brand isn’t just surviving, but thriving.

Now, if you'll excuse me, I'm off to continue using AI to build crazy bedtime stories for my 3 year old who loves to partake in the prompting and building his own adventures 🙂

Cheers,

Nicholas