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”.

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Machine Learning and AI: First steps into intelligent automation

What seemed pie in the sky only a few years ago has become reality: Machine learning (ML) is pervading economic processes and continually improving business procedures. By 2020, most decision-makers in IT and digitalization expect machine learning to play a growing role in the value creation process. To keep up with this development, you will need a keen understanding of data. Without a data-driven mindset, however, it’d be difficult to implement these techniques into your business processes.

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Banks in Transition: Searching for in-house solutions in vein

Banks are facing profound change at the moment. What’s more, they are doubly affected by the digitalization: On the one hand, the financial industry’s traditional products and services are turned topsy-turvy. On the other hand, banks are more impelled than virtually any other industry to digitalize internal processes and legacy systems. The time for banks to take the right steps towards digital transformation is now. Seeking external advice and integrating intelligent cloud-based solutions, for example, are both great ideas to start with.

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How Artificial Intelligence Will Change Our Perception of Customer Experience

When artificial intelligence (AI) changes our perception of customer experience, the consequences are pervasive. In my free e-book “Human-Machine Collaboration” I explore what our future with AI, service workplaces and CX is likely going to look like. Consider the following projections and scenarios regarding the future of your customers’ loyalty in a digital society.

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Why IT Prozesses Need Intelligent Automation NOW

Intelligent automation of routine processes is on the mind of decision-makers and leaders around the world and across industries right now. An organization’s every department is trying to figure out a strategy for intelligently automating repetitive processes. Yet no other area is as blatantly affected as IT. The business environment is drastically changing, so IT managers around the world feel more and more compelled to deal with the subject of intelligent automation. The digital transformation is necessitating new IT models. Prozesses need to be linked and automated coherently. Yet very few IT decision-makers are getting around to earnestly tackling the issue.

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Artificial Intelligence in Customer Service: How to become a customer whisperer

Artificial intelligence has caused quite a stir in recent years, and for good reason: We communicate with virtual voice assistants. Machines inform us, when they need maintenance or repair. Soon enough, we will be able to travel around in autonomous vehicles. Artificial intelligence is no longer a hype. The more applications reach market maturity, the clearer becomes that artificial intelligence has enormous potential to revolutionize every single area of daily life.

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Machine Learning: How algorithms will impact CX

Artificial intelligence (AI) and machine learning (ML), as a form of artificial intelligence, are far from meeting all of our expectations, yet. We’re still facing many unsolved challenges. Nevertheless, when it comes to customer service, artificial intelligence has long been proving its power, even to the critics. What many don’t know: Plenty of customer management applications are already utilizing ML algorithms persistently — a steady trend upward.

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Why intelligent automation in the workplace is critical — NOW

The intelligent automation of jobs is nothing new. And in theory, people are taking it quite seriously. Seven of ten managers expect that by 2025, artificial intelligence will have a big to very big impact on their organization’s strategy. Copious feedback from customers shows: Intelligent automation in the workplace allows organizations to increase efficiency in input management and to improve the customer experience (CX). Nonetheless, research also shows: Intelligent automation of jobs still has potential for improvement while also becoming more and more critical.

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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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