Digitalization

As in just about every other field of technology, AI will undoubtedly continue to be the key driver of innovation throughout 2025. Increasingly, it will also become the channel through which handset manufacturers will seek to differentiate their offerings in what has undeniably become a somewhat homogenous market.

However, breakthroughs in screen technology, battery and form factor will continue to push our ever-present electronic companions into new territory. So let’s take a look at the key trends shaping the world of smartphone technology over the coming 12 months.

LLM-Powered Voice Assistants

Perhaps the most transformational application of AI within the smartphone ecosystem this year will be the ongoing addition of LLM functionality to AI assistants, as we’ve seen this year with the addition of Apple Intelligence to Siri and the merging of Google’s Gemini with Android. This means we can expect the conversational abilities of our phones to become more natural and human-like, particularly as we see elements of technology such as ChatGPT’s Advanced Voice Mode begin to creep into smartphones.

AI-Powered User Experience

Aside from LLM-powered voice functions, we will continue to see AI improving user experience in more subtle ways, such as prolonging battery life, optimizing storage and enhancing camera functionality. As developers and manufacturers look for innovative ways to improve UX, I anticipate that we will see a move towards more predictive use cases as devices become capable of anticipating user behaviors and intuitively allocating resources in a more personalized way.

Privacy And Security

As our phones become capable of knowing more about us through their scanners and sensors and become more essential to our lives, the importance of keeping them secure increases.

This year, we’ve seen innovations such as theft detection ability, which is capable of automatically securing a device when it rapidly moves away from its owner. We can expect to see continued development of features, leveraging encryption, biometrics, and on-device AI, designed to protect the valuable data they hold.

Not-So-Smart Phones

As the subset of phone users suffering from “feature fatigue” grows, I expect we will see continued interest in the niche but growing field of basic “dumb” phones. These minimalist devices are designed to reduce the impact on users’ lives of the many distracting influences of feature-rich phones. Or just provide a secure device that won’t mean the owner’s life effectively disappears when the handset is lost or stolen!

More Affordable Multi-Screen Displays

Dual-screen displays have been around for a while now, and this year, Huawei launched the first (very expensive) tri-screen model. This push for expanding screen real estate without increasing device size shows that the smartphone-buying public has an appetite for devices with larger displays and innovative form factors, even though current models are pricey. This means that it’s likely we’ll see the emergence of cheaper models in the near future.

Sustainability In Smartphone Manufacture And Design

With consumer behavior increasingly driven by environmental concerns, manufacturers are responding by adopting more sustainable practices throughout their product lifecycles. Apple and Samsung have both increased the percentage of recycled materials going into their devices, and this trend is likely to continue into 2025. Apple, in particular, has said that it intends to achieve 100% usage of recycled cobalt in its batteries by this year. We are also seeing a switch towards greater use of modular parts, such as batteries and screens, which can be replaced easily in order to improve repairability and recyclability, improving product life spans.

Better Battery Technology

New developments in battery technology will continue to reshape the smartphone user experience throughout 2025. Major manufacturers, including Samsung, are known to be working on developing solid-state batteries, which will vastly improve the lifespan and charging speed of the power cells used in our devices. They are also less prone to overheating and could solve safety issues and reduce incidents of battery malfunction. And Apple is expected to debut an entirely new model of battery in 2025, designed in-house and offering vastly improved performance. We can also expect continuous incremental improvements such as better wireless charging and AI battery management.

Enhanced Connectivity Solutions

While many locations are still waiting to benefit from the rollout of true 5G networks, other advanced networking solutions promise to revolutionize the way we use smartphones in the near future. One of the major innovations is the rollout of satellite networks – most famously Elon Musk’s Starlink – which aims to provide global mobile broadband coverage. This could see mobile coverage expanded to even the most remote regions of the planet, as well as providing resilience in the face of technological breakdown or natural disasters in currently well-connected areas.

In an era where our smartphones rarely leave our pockets, smartwatches have emerged as the new frontier of personal computing – and the competition has never been fiercer. As we dive into 2025, these wrist-mounted companions have evolved far beyond simple notification displays, becoming sophisticated health monitors, fitness coaches, and even potential lifesavers.

The rapidly evolving smartwatch market presents both excitement and challenges for consumers. While the smartphone market has largely settled into predictable patterns, smartwatch manufacturers continue to push boundaries with innovative features and specialized use cases, creating a fascinating landscape of choices for tech-savvy consumers.

Apple Continues To Define The Premium Segment

Apple’s 2025 lineup showcases the company’s commitment to market segmentation, with each model targeting specific user needs. The Series 10 emerges as the cornerstone of their collection, featuring an enhanced display and sophisticated health monitoring capabilities, including new air quality sensors and improved ECG functionality. It remains the go-to choice for iPhone users seeking a premium all-around smartwatch experience.

The Ultra 2 takes Apple’s rugged philosophy to new heights, justifying its premium price point with features tailored for extreme sports enthusiasts. With 100-meter water resistance, extended battery life, and precision GPS, it’s clearly positioned as the adventure-seeker’s companion.

For budget-conscious consumers, the SE 2nd Generation offers an attractive entry point to the Apple ecosystem, now available in a compact 40mm size. While it forgoes certain advanced health features, it delivers core functionality at a more accessible price point.

Samsung And Google Challenge The Status Quo

Samsung’s Galaxy Watch 7 demonstrates the company’s technical prowess with its advanced 3nm processor and AI-powered health tracking features. The inclusion of dual-frequency GPS – a feature reserved for Apple’s Ultra model – positions it as a compelling alternative in the premium segment. The Galaxy Watch Ultra pushes boundaries further with its impressive 100-hour battery life and enhanced durability specifications.

Google’s Pixel Watch 3 emerges as a dark horse in the competition, introducing innovative AI-powered features that showcase the company’s software expertise. The new loss-of-pulse detection system, which can automatically call for emergency assistance, represents a significant advancement in personal safety technology.

Budget Options Prove Their Worth

The Nothing CMF Watch Pro 2 demonstrates how far budget smartwatches have come, offering core functionality at a fraction of premium prices. While it may lack cutting-edge features like ECG sensors or on-device AI, its impressive 45-day battery life in power-saving mode makes it a practical choice for users prioritizing longevity over advanced features.

Specialized Solutions For Specific Needs

Huawei’s Watch Ultimate carves out its niche in the outdoor adventure segment with features like real-time environmental monitoring and exceptional battery life. Meanwhile, the Fitbit Ace LTE addresses a growing market for children’s smartwatches, offering cellular connectivity and location sharing while maintaining privacy – a thoughtful approach to introducing young users to wearable technology.

Looking Ahead

As we progress through 2025, the smartwatch market continues to mature while maintaining its capacity for innovation. The integration of AI-powered health monitoring, extended battery life, and specialized use cases suggests that we’re entering a new era of wearable technology – one where smartwatches are no longer mere smartphone companions but essential tools for health, safety, and daily life management.

Whether you’re an athlete seeking performance insights, a parent wanting to stay connected with your child, or simply someone looking to take better care of their health, today’s smartwatch market offers more choices than ever before. The key lies in identifying which combination of features, form factor, and price point aligns with your specific needs.

The world of artificial intelligence is evolving at breakneck speed, and at the forefront of this revolution is a technology that’s set to redefine how we interact with machines: multimodal AI. This isn’t just another buzzword; it’s a paradigm shift that’s already transforming industries and promising to reshape our digital landscape. But what exactly is multimodal AI, and why should you care? Let’s dive in.

The Power Of Multiple Senses

Imagine an AI system that doesn’t just read text or recognize images but one that can read, write, see, hear, and create all at once. That’s the essence of multimodal AI. These advanced systems can process and integrate multiple forms of data simultaneously, including text, images, audio, and even video. It’s like giving AI a full set of senses.

Revolutionizing Industries

The implications of this technology are far-reaching. In healthcare, multimodal AI is already making waves. By analyzing a combination of patient data – from clinical notes and radiology images to lab results and even genetic information – these systems can provide more accurate diagnoses and personalized treatment plans.

The creative industries are also experiencing a seismic shift. Digital marketers and film producers are harnessing multimodal AI to craft immersive, tailored content that combines text, visuals, and sound. Imagine an AI that can not only write a compelling script but also generate storyboards, compose a soundtrack, and even produce rough cuts of scenes – all based on a simple prompt or concept.

Education And Training Get A Makeover

In the realm of education and training, multimodal AI is paving the way for truly personalized learning experiences. These systems can adapt to individual learning styles, offering a mix of text explanations, visual diagrams, interactive simulations, and audio guides. It’s like having a personal tutor who instinctively knows how to present information in the most effective way for each student.

But multimodal AI isn’t just about input; it’s equally adept at output. These systems can generate text, produce images, synthesize speech, and even create video content, all while considering a complex array of inputs. This dual capability of understanding and creating across different modalities is what sets multimodal AI apart from its predecessors.

Customer Service Goes Superhuman

Perhaps one of the most exciting applications is in customer service. Picture a chatbot that doesn’t just respond to text queries but can understand tone of voice, analyze facial expressions, and respond with appropriate verbal and visual cues. This level of interaction brings us closer to truly natural human-AI communication, potentially revolutionizing how businesses interact with their customers.

The Integration Challenge

The power of multimodal AI lies in its ability to integrate diverse data types, offering a richer, more nuanced understanding of complex environments. This integration allows for more robust decision-making and has the potential to significantly improve how AI systems perform in unpredictable real-world situations.

However, this integration isn’t without its challenges. Synchronizing different types of data, addressing privacy concerns, and managing the increased complexity of model training are significant hurdles that researchers and developers are actively working to overcome.

Ethical Considerations In A Multimodal World

As we embrace the potential of multimodal AI, we must also grapple with its ethical implications. The ability of these systems to process and generate such a wide array of data types raises important questions about privacy, consent, and the potential for misuse. How do we ensure that multimodal AI respects individual privacy when it can potentially recognize faces, voices, and even emotional states? What safeguards need to be in place to prevent the creation of deepfakes or other misleading content?

The Road Ahead

Despite these challenges, the future of multimodal AI looks bright. As we continue to refine these systems, we’re moving closer to AI that can truly understand and interact with the world in ways that were once the realm of science fiction. From more intuitive virtual assistants to breakthrough medical diagnostic tools, the applications are limited only by our imagination.

credit: Bernard Marr

In 2025, success in business and careers will hinge not on what you know but on how effectively you can leverage skills that drive innovation and value creation. As AI and digital connectivity reshape industries at breakneck speed, those who can adapt and harness these transformative forces will seize the most lucrative opportunities.

Let’s explore the fusion of technical expertise and human-centric abilities that will be indispensable for thriving in 2025, whether you’re a fresh graduate or a seasoned C-suite executive.

1. AI Fluency: The New Digital Literacy

By 2025, AI proficiency will be as fundamental as computer literacy is today. The adage that “AI won’t replace humans, but humans who use AI will replace those who don’t” will become a stark reality.

AI fluency encompasses mastering prompt engineering to extract optimal results from AI systems, customizing AI models for specific business applications, and navigating the ethical implications of AI deployment. Crucially, it also means recognizing AI’s limitations and leveraging uniquely human traits like relationship-building and creative problem-solving—skills that will remain irreplaceable.

2. Digital Transformation Leadership

Technology stands as the cornerstone of innovation and growth across industries in 2025. Breakthrough advancements in AI, data analytics, cloud computing, 5G networking, and quantum computing illuminate the path for organizations striving to cement their leadership positions. Consequently, individuals capable of steering organizations through the tumultuous seas of digital transformation have become invaluable assets.

However, spearheading digital transformation means so much more than merely adopting the latest technological trends for the sake of keeping pace. It demands the formulation of a crystal-clear, strategic vision that harnesses technology to tackle core organizational challenges head-on. True digital leaders cultivate an ecosystem where innovation thrives, and adaptability is second nature. They possess an innate understanding of the key performance indicators and metrics that gauge the efficacy of digital initiatives. This acumen enables them to discern when a pilot project is primed for full-scale implementation or, equally crucial when to abort a venture that threatens to inflict reputational damage or financial harm. In essence, digital transformation leadership is about orchestrating a delicate balance between bold innovation and prudent risk management in the ever-evolving digital landscape.

3. Perpetual Learning Agility

In 2025, the pace of innovation will be so relentless that even a momentary pause in learning could render one’s skills obsolete. The half-life of professional competencies will shrink dramatically as emerging tools, technologies, and platforms rapidly supplant established practices. In this environment, the ability to continuously acquire and integrate new knowledge will be the linchpin of career resilience. The antiquated notion of front-loading education during one’s youth will be as obsolete as the concept of lifelong employment with a single organization.

Visionary employers will champion this paradigm shift towards perpetual learning, recognizing it as a strategic imperative to address skill gaps and maintain a competitive edge. Simultaneously, educational institutions will undergo a radical transformation, eschewing traditional teaching models in favor of agile, industry-aligned curricula. This symbiosis between academia and industry will catalyze a boom in the continuing education sector, projected to achieve a staggering 25.4% annual growth rate between 2025 and 2030. This surge underscores the critical importance of lifelong learning in navigating the ever-evolving professional landscape of the near future.

4. Strategic Foresight And Complex Problem-Solving

Despite rapid advancements, even the most sophisticated AI models in 2025 will only scratch the surface of replicating the intricacies and nuances of human cognition. When it comes to pioneering groundbreaking systems and processes, the human mind remains unparalleled in its capacity to envision holistic, paradigm-shifting solutions essential for true innovation.

While artificial general intelligence (AGI) might loom on the horizon, its realization remains beyond the immediate future. Throughout 2025 and beyond, individuals possessing the acumen to craft strategic roadmaps and untangle multifaceted challenges—those involving the orchestration of numerous interdependent variables—will find their cognitive competency in unprecedented demand. This uniquely human ability to synthesize disparate information, anticipate far-reaching consequences, and navigate ambiguity will continue to be the catalyst for breakthroughs that propel industries forward.

5. Emotional Intelligence: The Human Edge

As machines master routine tasks, the value of irreplicable human traits will skyrocket. Emotional intelligence will be the cornerstone of effective leadership and organizational success in 2025.

Central to emotional intelligence is the art of interpersonal communication. In an era of digital saturation, the ability to connect genuinely with others will become a prized skill. Leaders who can articulate vision, inspire teams, and navigate complex human dynamics will stand out in a world increasingly mediated by technology.

Critical competencies will include cultivating empathy and trust in diverse teams, navigating complex interpersonal dynamics, and mentoring and coaching for peak performance. The capacity to build lasting client relationships through nuanced communication and to resolve conflicts with finesse will be invaluable.

Moreover, as remote and hybrid work models become the norm, those who can foster a sense of connection and collaboration across digital divides will be in high demand. The ability to read subtle nonverbal cues, even through virtual interfaces, and to create psychological safety in teams will be crucial for driving innovation and productivity.

Success in 2025 will belong to those who can seamlessly integrate technological acumen with distinctly human capabilities. By cultivating these five critical skills, individuals and organizations can position themselves at the vanguard of innovation and value creation in an AI-driven world. The future belongs to those who can harness the power of technology while amplifying the irreplaceable value of human connection and insight.

With the rise of the metaverse and web3 technologies, there’s no denying the next evolution of the internet is already underway. This is what I mean when I talk about the “future internet” – the next generation of the internet, characterized by immersive virtual metaverse worlds (such as Fortnite or Meta’s Horizon Worlds) and decentralized web3 technologies (think crypto, blockchain and NFTs).

For organizations, this future internet brings many opportunities – and threats. This means every organization must take a look at the products and services they provide and consider new and improved ways to serve their customers.

Here are three avenues to explore.

1. Augmenting Your Existing Products And Services

A good starting point is to look at your existing products and services and explore how you could enhance them with metaverse and/or web3 technologies. Consider how Fortnite has reinvented itself from a gaming platform to a trailblazing metaverse platform that provides immersive virtual experiences (like gigs by real-world megastars). Or consider how smartphone manufacturers are increasingly building AR capabilities into their phones, allowing users to see immersive virtual elements overlayed over the real-world view simply by using the built-in camera. Both are great examples of making your existing products or services more compatible with the next, more immersive evolution of the internet.

Could you augment your products and services for the future internet? If you ignore this question, the danger is another company will come along with that improved offering. Consider how services like Audius are reimagining music streaming and challenging established platforms like Spotify. Audius is a blockchain-based, artist-owned, decentralized streaming service with its own crypto token – in essence, the platform lets musicians decide how their music is monetized and allows them to connect directly with fans.

2. Creating New, Digital-Only Products

The next generation of consumers is only too happy to spend real money on products that don’t exist in the physical world. My children routinely spend their pocket money on Fortnite Skins, and yours may well do the same. In fact, Fortnite (and gaming in general) has led the way in creating digital-only products. What’s really interesting is Fortnite is a free-to-play game, so the sale of in-game items is clearly a vital revenue-earner for the game’s makers. In-game purchases are so popular that close to 70 percent of Fortnite players purchase outfits, accessories, and dance moves for their virtual characters. These outfits, accessories and moves don’t give players any actual advantage when playing the game – it’s purely about making your character look different from those who don’t pay for products. It goes to show that, in the metaverse era, digital-only products have very real value.

What about new services for the future internet? A great example comes from BlockBar, the NFT marketplace for high-end wines and spirits. BlockBar is a direct-to-consumer NFT marketplace that connects consumers and collectors with luxury alcohol brands such as Glenfiddich and Hennessy – allowing brands to sell NFTs that are tied to physical luxury and limited-edition products. (The NFT acts as proof of ownership but may also provide the NFT holder with access to exclusive perks and content.) As a service, BlockBar is taking the business of selling wine and spirits into the 21st century. And it’s proving popular with brands and consumers alike; the marketplace reached $7 million in sales in its first year and attracted more than 300,000 users.

Ask yourself, could your business create new products and services that are designed with the future internet in mind – or could your existing products or services be threatened by new, digital-native offerings?

3. Creating Hybrid Products And Services That Span Both Digital And Physical

What about blending the physical and digital to create hybrid products and services? One cool example comes from Merge EDU, which has designed a range of digital teaching aids for STEM subjects. The teaching aids immerse students with 3D objects and simulations they can “touch” and interact with – thereby helping students understand complex science concepts. This shows how digital products and services can deliver significant value in the physical world.

Of course, physical products can also be enhanced with a digital element, such as an accompanying NFT. Like how legendary music magazine SPIN – known for its iconic covers that are collectors’ items in their own right – is selling its covers and other art assets as collectible NFTs.

This “tokenization” of physical products is interesting because it also allows products to be sold in a distributed ownership model – where multiple customers share ownership of an asset. One example comes from the Crurated wine platform, which offers members the chance to buy fractions of wine barrels certified by NFT and blockchain technology.

Can You Afford To Ignore The Future Internet?

There’s no doubt in my mind that companies that ignore the impact of the metaverse and Web3 risk being overtaken by startups who are creating new, improved versions of existing products and services – essentially, reimagining them for the future internet.

That said, because the future internet is evolving so fast, some of the products and services being developed now may not exist in a few years’ time. There will be new products and services that we can’t yet imagine. The upshot is amazing innovations are coming our way, and we can’t predict where all this is going. But don’t let that stop you from reimaging your own products and services and experimenting with future internet innovations. Don’t wait, in other words. The time to experiment is now.

Credit: Bernard Marr

2025 marks the halfway point of a decade that’s already brought profound upheaval and transformation across technology, politics, and society.

As we approach the second half of the decade, I see little reason to expect the pace of this disruption to slow down. For those wanting to survive and thrive in today’s business environment, it’s critical to understand the trends driving this dynamic convergence of innovation, threats, and opportunities.

This is why each year I highlight what I believe will be the most impactful trends for the year ahead. Understanding these is vital for anyone aiming to leverage them for growth and competitive edge. So, here’s my overview of the key trends shaping business in the coming year.

Getting Strategic With Generative AI

We’ve spent the last couple of years being wowed by the potential of generative AI and hearing about how it’s going to change the world. But 2025 is the year I believe we will start to see organizations move beyond the hype and start integrating generative AI into business strategy.

What does this mean? Well, during the previous wave of AI transformation we saw businesses like Google, Amazon and Netflix rethink their strategy from the ground up to center around deep learning. By doing this they transformed existing business models such as online advertising, retail and media streaming.

This hasn’t happened yet with generative AI, as mostly what we’ve seen has involved businesses adding generative functionality to existing services. Interesting, but not truly transformational.

2025 could be the year that this starts to change, as more strategic use cases – involving rethinking business models around the potential of generative AI – begin to come through. Rather than existing products and services with a chatbot bolted on, think of generative tools and applications that enable entirely new possibilities across healthcare, manufacturing, education and many other industries.

Sustainable Business And Circular Economies

Driven by both regulatory pressure and consumer demand, the move towards more environmentally friendly and sustainable business practices is certain to be a key driver of change in 2025.

The development of circular economies – where the focus is on reusing materials and recycling resources in a “closed loop” system in order to reduce waste and minimize environmental footprint is a core focus.

Importantly, this isn’t just about “greenwashing” or avoiding reputational damage. Or even the threat of fines for non-compliance with environmental regulations. Increasingly, organizations are finding that green business is good business. For example, manufacturers that switch to using more durable and reusable products reduce their dependence on increasingly scarce and expensive raw materials. And by switching to electric vehicles, fleet operators reap the benefits of cheaper fuel and lower maintenance costs.

Most pressing of all, though, is the need to keep pace with changing customer demands, with data overwhelmingly showing that green credentials are a key factor in buying decisions.

Hyperautomation And The Intelligent Enterprise

The idea of intelligent enterprise has been an ambition for a while now. But as companies become confident with using AI strategically, moving beyond pilots and proof-of-concepts, we will begin to see it become a reality in 2025. Imagine a company where data flows seamlessly between departments – from marketing and sales to research and development, production and supply chain – all of which are connected by intelligent algorithms analyzing information in real-time, in order to predict demand, identify challenges before they become problems, and adapt to changes in market conditions or customer behavior. As well as this “knowledge work” or decision-making, a growing amount of the actual labor, from communicating with customers to picking and packing orders and carrying out deliveries, will also be increasingly automated.

Understanding and adapting to the huge changes that this will bring to society will involve mitigating technological risks, including AI data security and bias, as well as the implications for human jobs and the future of work. We can expect these to continue to be hot topics of debate during the coming year.

Customer Experience Is King

In 2025, customer experience (CX) will increasingly be seen as the key differentiator between competing providers of goods and services. As markets mature and buyers become more discerning, businesses that excel in delivering friction-free, hyper-personalized, and memorable experiences will find they are well-positioned to rise above the competition. Increasingly, we know that more than just competing on quality and price, consumers expect businesses to meet them where they are, with service that’s tailored to their needs and of consistently excellent quality.

AI and data analytics let businesses gather deeper insights into customer preferences and behavior, enabling “hyper-personalization at scale.” Every interaction is informed by real-time data, ensuring that customers feel they are treated as valued individuals. Omnichannel strategies are also becoming more sophisticated, ensuring a smooth transition between online and offline touchpoints and providing a unified brand experience, regardless of where or how they choose to engage. This means businesses that put customer experience at the heart of everything they do will reap the rewards in 2025.

Resilience In The Age Of Uncertainty

To say that we face uncertainty around economic conditions and matters of international security as we enter 2025 is something of an understatement. Ongoing conflicts in regions including Ukraine and the Middle East, alongside economic uncertainty and fluctuating market conditions, are all creating challenges for businesses. The need for organizations to develop the capacity to survive and adapt to these disruptions—known as resilience—will be a key talking point during the year ahead.

More than just “weathering the storm,” resilience means developing the capability to respond to the unexpected, pivoting swiftly when conditions make it necessary, into the foundations of the business. Understanding how risks like supply chain disruption, skills shortages, and even the likelihood of future pandemics could impact operations is critical in order to build the capacity to respond proactively.

With its predictive capability, technology like AI is sure to play a role. But so, too, is the adoption of agile practices, including dynamic supply chains and flexible workforce management. Ignoring the lessons learned during the pandemic at the start of this decade would clearly be a big mistake, but the overriding message is to expect – and be prepared for – the unexpected.

As we move into 2025, it’s clear that businesses must be ready to adapt to a rapidly evolving landscape. From leveraging generative AI to embracing sustainability and enhancing customer experiences, the trends shaping the future are both exciting and transformative. By staying proactive and building resilience in the face of uncertainty, companies can position themselves to not only survive but thrive in the coming year.

Without a doubt, one of the standout use cases for generative AI in business is in customer service and support.

As customers ourselves, most people reading this will probably have experienced the frustration of dealing with traditional automated customer service systems.

But this is changing, thanks to today’s powerful large language models and natural language chatbots. And while reports suggest that we still prefer to talk to a human when it comes to handling complex or sensitive inquiries, when it comes to more straightforward help, robots are increasingly capable.

So, here’s an overview of some of the best applications and tools out there for automating customer service. While I believe a human touch will always be an important element of customer experience, these can free human agents from repetitive work, enabling them to spend more time on challenges involving empathy and creativity.

Cognigy

Cognigy is a generative AI platform designed to help businesses automate customer service voice and chat channels. Rather than simply reading answers from a FAQ or similar document, it delivers personalized, context-sensitive answers in multiple languages and focuses on creating human-like interactions. Along with fully automated customer assistance, its AI Copilot features are designed to augment human contact center workers, providing them with real-time AI assistance during their customer interactions.

IBM WatsonX Assistant

This is a framework for building AI personal assistants that can help out with just about any business task, including delivering intelligent customer support. Its focus is on delivering frictionless self-service experiences via a simple drag-and-drop configuration system. Retrieval-augmented generation (RAG) ensures that the help and guidance it provides are always drawn from the most up-to-date sources, and it is capable of improving its responses over time as it becomes more in tune with your customer’s requirements and expectations.

Salesforce Einstein Service Cloud

Einstein’s Service Cloud is a fully-featured customer service tool integrated into the Salesforce platform that’s capable of automating many routine and not-so-routine customer interactions, as well as augmenting human agents. Interactions are split into “low touch” and managed by the platform’s Agentforce automated service bots, or “high touch,” to be overseen by AI-augmented humans. Responses can be fully tailored to fit your brand’s style, tone and voice, and being built on top of Salesforce, the platform has secure access to your enterprise data in order to inform its responses and interactions.

Zendesk AI

Zendesk is an established leader in the field of customer support software, and it has added generative AI capabilities to its roster of services. It uses machine learning and natural language processing to understand customer sentiment and intent, automatically categorizing interactions and generating personalized responses. Human agents are provided with real-time guidance and advice on the best way to help out customers, and the AI learns to automatically direct tasks and inquiries to the best agent – human or machine – for the job.

Ada

Another leader in the field of conversational AI platforms, which are specifically designed to automate customer service communications at scale. A no-code interface makes it easy for anyone to set up automated agents in a way that suits their business, and it claims to reduce the cost of dealing with customer service inquiries by an average of 78 percent per ticket. Ada is designed to simplify the creation of custom bots, augmented with domain or enterprise-specific data, and quickly deploy them across omnichannel customer support scenarios, improving both support center efficiency and customer experience.

In the rapidly evolving world of technology, artificial intelligence (AI) has emerged as a transformative force, reshaping industries and redefining how businesses operate. As we stand on the cusp of what many are calling the “Enterprise AI Era,” it’s crucial to understand how this revolution is unfolding and what it means for the future of business.

Recently, I had the pleasure of sitting down with Sridhar Ramaswamy, CEO of Snowflake and a tech industry veteran with experience running the ads business at Google and as the founder of Neeva, an AI-powered search engine startup, to discuss the challenges and opportunities that lie ahead for enterprises embracing AI. Ramaswamy offers unique insights into the intersection of data, AI, and business strategy.

The Data Foundation For AI Success

At the heart of the enterprise AI approach is the recognition that data is the lifeblood of intelligent systems. Ramaswamy emphasizes the importance of a robust data strategy: “Data operations are going to be the circulatory system of every company. Having a clear data strategy is going to be important.”

This focus on data as a foundational element for AI success is not just about storage or processing power. It’s about creating a cohesive ecosystem where data can be easily accessed, analyzed, and acted upon. Modern data platforms aim to provide this foundation, enabling companies to bring together disparate data sources and leverage them for AI-powered insights.

Responsible AI Implementation

As enterprises rush to adopt AI technologies, there’s a growing concern about the responsible use of these powerful tools. Ramaswamy stresses the importance of a thoughtful approach to AI implementation: “We mandated very early that any models that we train needed obviously to only take data that we had free use rights on, but we said they also need to have model cards so that if there is a problem with the data source, you can go back, retrain a model without the data source.”

This commitment to responsible AI is becoming increasingly important for businesses. Many companies are developing tools and practices to help prevent AI models from being misused or producing inappropriate outputs. The goal is to stay within the business context and use cases, ensuring that AI models are not misused or producing unintended results.

Transformative Use Cases

The potential applications of AI in enterprise settings are vast and varied. Ramaswamy shared several exciting examples of how Snowflake’s customers are leveraging AI to drive innovation and efficiency:

1. Intelligent Chatbots: Companies like Siemens are creating AI-powered chatbots to provide quick access to vast repositories of technical documentation, improving field technician efficiency.
2. Business Intelligence: Organizations are developing natural language interfaces to structured data, allowing non-technical users to query complex databases using simple, conversational language.
3. Data Pipeline Enhancement: Financial institutions are using AI to analyze and summarize critical reports, streamlining decision-making processes.

These use cases demonstrate AI’s versatility in addressing diverse business challenges across industries. As Ramaswamy notes, “There is a lot of value to be realized using AI.”

Preparing For The AI Future

For organizations looking to embrace the Enterprise AI Era, Ramaswamy offers several key pieces of advice. First, it’s crucial to demystify AI by encouraging employees to experiment with AI tools and technologies in safe, controlled environments. This hands-on approach helps staff understand AI’s capabilities and limitations, fostering innovation and reducing fear of the unknown. Companies can set up internal AI sandboxes or provide access to user-friendly AI platforms, allowing employees to explore potential applications in their specific domains.

Focusing on value creation is equally important. Organizations should be clear-eyed about which AI projects will create real business value rather than pursuing AI for its own sake. This involves carefully evaluating potential AI initiatives against strategic objectives, customer needs, and operational efficiencies. By prioritizing projects with tangible outcomes, companies can avoid the pitfall of “AI for AI’s sake” and ensure that their investments drive meaningful results.

Developing a robust data strategy is essential for AI success. Organizations need a clear plan for managing, sharing, and leveraging data across the enterprise. This includes establishing data governance policies, ensuring data quality and consistency, and creating a unified data architecture that supports AI initiatives. A well-designed data strategy enables companies to break down silos, improve data accessibility, and create a solid foundation for AI-driven insights and decision-making.

Embracing interoperability is another critical aspect of preparing for the enterprise AI era. Companies should look for solutions that support open data formats and easy integration with other tools and platforms. This approach prevents vendor lock-in, facilitates data sharing across different systems, and allows for greater flexibility in adopting new AI technologies as they emerge. Interoperability also supports collaboration with partners and customers, enabling more comprehensive AI-driven insights and solutions.

Finally, Ramaswamy advises thinking beyond individual applications when it comes to AI implementation. Organizations should consider how AI can help create unified views of data across different systems and departments. This holistic approach allows for more comprehensive insights, better decision-making, and the identification of cross-functional opportunities. By breaking down traditional data silos and leveraging AI to analyze diverse data sets, companies can uncover new patterns, trends, and opportunities that might otherwise remain hidden.

The Road Ahead

The Enterprise AI Era promises to be a time of unprecedented innovation and transformation. By focusing on responsible implementation, robust data strategies, and clear business value, organizations can position themselves to thrive in this new landscape.

As Ramaswamy aptly puts it, “We are still dealing with the consequences” of previous technological revolutions. The key to success in the AI era will be to learn from these past experiences and approach this new frontier with both excitement and thoughtful consideration.

As we look to the future of enterprise AI, it’s clear that we’re only scratching the surface of what’s possible. The vision is a world where AI makes it easier to compare and act on data from different sources, leading to more intelligent and automated decision-making processes.

For business leaders, the message is clear: the time to prepare for the Enterprise AI Era is now. By embracing the power of data and AI while remaining mindful of the ethical and practical challenges, companies can unlock new levels of efficiency, innovation, and competitive advantage in the years to come.

Artificial intelligence (AI) is likely to be one of the most transformative technologies of the century. This means that it’s rapidly becoming an important factor in international politics.

Nations preparing (and, in many cases, already deploying) AI tools for security, intelligence, international relations, and trade are keenly aware of their potential to influence global power dynamics.

In fact, its impact is predicted to be so dramatic that the highly influential RAND think tank reports, “Nations across the globe could see their power rise or fall depending on how they harness and manage the development of AI.”

We’ve already seen governments impose restrictions on the export of advanced AI technologies to rival nations, usually citing national security concerns. And the ongoing clamor for control over global semiconductor supply chains is another indicator of the high stakes of this emerging AI arms race.

So, how will AI technology developed today impact the future of international collaboration and competition? And how will governments balance the technology’s potential to drive growth and reshape society with the risks it poses to privacy, security, and trust?

AI And National Security

From autonomous warfare to intelligent cyber defense, nations with an upper hand in the AI race are building an advantage in national security.

For proof of this, we can look to the Ukraine conflict, where technology developed by advanced Western nations is helping Ukraine hold off an invasion by its far larger neighbor.

But AI’s influence on security extends beyond the battlefield. With cyberattacks becoming more numerous, damaging and difficult to detect, cyber defense experts increasingly rely on AI to provide protection.

Additionally, AI is used for surveillance to detect and prevent international crime, espionage and terrorism. Of course, using controversial technologies such as facial recognition for these purposes also raises important questions about civil rights and privacy.

In recent years, this has led to widespread concern over the extent to which technology created and potentially controlled by competing governments has been integrated into national infrastructure.

These examples all serve to illustrate ways in which AI superiority is increasingly creating competitive advantages for countries, states and global coalitions when it comes to geopolitics.

Those in power will face difficulty navigating the fine line between leveraging its potential and ensuring that principles of human rights and ethics are upheld.

International Trade And Business

In recent years, we’ve seen that AI’s role in international trade and economics is just as globally significant as its impact on military and security issues.

The potential advantages created by AI have led to new forms of international tensions. These have often been focused on potential sanctions and protectionist measures taken by nations seeking to preserve or increase their own competitive advantage.

A clear example is the restrictions on the export of advanced AI chips and semiconductor technology. In both Western nations and China, there have been concerted efforts to avoid using foreign-made technology.

Although largely unspoken, the concern is that in the event of worsening international relations, no country wants to find itself reliant on technology provided by hostile competitors. While the most commonly cited reason for these restrictions and trade embargos is national security, maintaining an economic advantage is likely to be considered equally important.

Specific mention has to be given to the precarious role played by countries such as Taiwan and South Korea—which are home to advanced semiconductor manufacturers like TSMC and Samsung. Both countries are faced with the challenge of maintaining trade relationships with the West and with China while also protecting their own economic interests.

While the US and China are widely considered to be the leaders in the development and ownership of AI technology, researchers at Goldman Sachs have identified a number of “swing states” where a significant stake in the international AI market is likely to impact global politics. These include the UK, UAE, Israel, Japan, the Netherlands, South Korea, Taiwan and India.

Meanwhile, measures introduced through legislation such as the EU AI Act have also been likened to a form of protectionism. These new laws make it possible to restrict access to specific geographic markets if AI service providers decline to share data, details about how their technology works, or comply with local legislation.

Take Brazil’s recent ban of X (formerly Twitter), for example. The legal battle, sparked by concerns over the spread of disinformation on the platform, highlights the fact that nation-states are increasingly aware of the potential of digital networks to shape political discourse or create political instability. It’s possible we will see more states beginning to exercise their authority as they attempt to regulate this.

Global Collaboration Or Techno-Nationalism?

These examples demonstrate the complex and precarious impact of the AI revolution on issues of geopolitics.

We’ve already seen that it can be the trigger for protectionist measures as individual states seek to control its impact on their societies while also leveraging it for security or economic advantages.

This illustrates that the need for international collaboration has never been more urgent. AI holds huge potential for helping solve some of the world’s most pressing challenges, from tackling climate change to improving healthcare. However, these efforts could potentially be undermined if nations and states refuse to set aside political or economic rivalries.

Protectionist measures—or techno-nationalism—threaten to stifle the flow of ideas, collaboration and innovation that are essential if AI is to make the world a better place.

Sure, competition can breed innovation, too, when it’s healthy and fair. So, the path ahead will involve a blend of rivalry and cooperation. Initiatives such as the AIxGEO project, led by the Cambridge University Bennet Institute For Public Policy, aim to develop frameworks for this type of “co-opetition.”

We must hope that leaders are ready to recognize that the most pressing challenges of the AI age, such as the proliferation of cyberattacks and the spread of disinformation – can only be solved collaboratively and by transcending international borders.