AIHacker Noonabout 6 hours ago
Aim AI at the right customer problem layer
8 min read
Customer-facing AI operates in three layers: doing, knowing, and anticipating. Most companies focus on Layer 1 (automation), which saves costs but produces little strategic value. McKinsey found only 39 percent of organizations report EBIT impact from AI. The real advantage lies in Layers 2 and 3, which generate insight and predict customer needs.
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