Exploring How Generative AI Is Transforming Customer Experience and the Leadership Decisions That Shape Trust and Adoption

Fuente: International Business Times

Alice Pope Despite $30–40 billion in enterprise investment in generative artificial intelligence, AI pilot failure has become widespread, with 95% of corporate AI initiatives delivering no measurable return. At the same time, the challenge is not employee readiness, but a lack of clear leadership direction, as many organizations accelerate adoption without a defined strategy or the structural discipline required to support it. This gap between investment and execution is increasingly shaping how generative AI is experienced by customers.