About the Author

Andreas Klug

Andreas Klug

Andreas is the chief marketing officer of ITyX AG. Being a leader of the AI group - Bitkom association, he regularly speaks and writes about digital transformation in the industry magazines and blogs. He is also the co-founder of the i-Service Initiative and the think-tank “AI Experts”.

Other Posts

How Artificial Intelligence Will Transform Financial Services

Artificial intelligence is employed in financial services more and more often. A 2017 study by Forrester Research found that 69 percent of executives in charge of data and analytics at financial service providers are already using or are planning to use intelligent software solutions. Thus, financial service providers prove to be much more open-minded toward using artificial intelligence compared with decision-makers in some other industries. And they have to: Emergent financial technologies (fintech) companies are on the heels of traditional financial service providers. Their business models are based on innovative financial services — artificial intelligence is virtually always in play.

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Automate These Four Customer Service Processes Now

The digital customer experience is becoming increasingly essential for the success of companies. More and more leaders and decision-makers recognize that, in this digitalized and networked world, it can foster great customer affinity, from which they benefit. A new study by the market research and consulting firm Lünendonk Hossenfelder offers fresh numbers regarding this topic.

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How Artificial Intelligence Aids in 5 Central Areas of Marketing

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How Artificial Intelligence is Transforming Healthcare?

Technology and advancements in healthcare are progressing rapidly. Only a decade ago, the typical procedure was that you went to the hospital, checked in, were added to a waitlist and waited to see a physician. Sometimes, you would sit and wait your turn for several hours.

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How Small Businesses Are Using AI and Winning at It

As human beings, we have a penchant for machines doing our mundane tasks for us. The industrial age mass-produced the toaster, the electric kettle and the washing machine as prevalent “labor-saving” devices, and they eventually became part of our everyday life.
The progression to artificial intelligence (AI) makes sense in that context. Artificial intelligence — the latest buzzword in the business world — has already proven effective at automating repetitive tasks in sales and marketing, accounting, HR and more.

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Automated customer communication: Four ways to success

The requirements are demanding, individual and personal, up to date and consisting of modern technical standards and in all this showing immediate results - our digital era has led to business activities in which customer communications take centre stage, demanding a great deal of rethinking from companies of all sizes and segments.

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Small data adds up to big problems

We often associate big data with research problems that are important to humanity as a whole - problems like human evolution, energy sources and cancer. To process big data, we often think that one needs big iron like computer nodes, scale-out storage and parallel systems to compute the massive amounts of data.

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What does RPA actually mean? The term at a glance...

Most of us have heard about it, but are we all able to explain what it is? Robotic Process Automation (RPA) is based on artificial intelligence. A wide variety of definitions have been used to try to predict its effect on years to come in business and privacy. People do not tire of discussing possible future changes, with both skepticism and emotion. So, what exactly lies behind the terminology, and in which way can RPA improve our future workflows and processing?

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The Future of Customer Service

Endless wait times, unprepared and misinformed customer service representatives, no transfer of information when switching from one communication channel to another – it’s safe to say, consumers are tired of the experience they get when trying to get support from many organizations.

Businesses have long recognized the importance and value of delivering high end customer service, many continue to struggle to provide service in ways desirable to the end customer. A recent study (Philipp Klaus: Measuring Customer Experience)1 states that 80% of CEOs believe their companies deliver outstanding customer service, while the same study indicates that 8% of those customers feel the same way.

What is the cause for this massive perception gap?

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