43 Executives in enterprise and public sector organisations rank customer experience and retention, then revenue growth and cost optimisation as their primary goals for AI investments. These areas were ranked as top priority (38, 26 and 17 per cent respectively) by more than four-fifths of the 2,500 executives surveyed for a recent Gartner webinar poll. Large enterprises are now stepping out of their pilot phases of AI deployment and pinpointing exactly how they can achieve a return on their investments. “Whether it’s accelerating time to value, improving seller productivity, or enabling more personalised customer experiences, the feedback is clear: AI is helping customers move faster and with greater confidence,” says Pamela Maynard, chief AI transformation officer for Microsoft customer and partner solutions. Microsoft’s own experience with AI – now fully integrated into its Azure cloud offerings and solutions like Microsoft 365 and Dynamics 365 – is reshaping how it engages with customers. “Because we’re using these tools ourselves, we’re able to show up with empathy and credibility,” says Maynard. “AI is helping us scale customer engagements in a way that was never possible before. We’re already seeing this with our Autonomous Sales Agent, which can research leads, set up meetings, send emails and help close deals. We’re even assigning agents their own territories to
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