“We look at whether we have
opportunities for deploying artificial
intelligence (AI) via chat bots. We look
at things such as IoT devices and how
we can leverage them to build a better
and more desirable experience.
Are there IoT sensors that can be
leveraged in this process depending
upon each case-by-case basis?
We look at whether or not blockchain
is applicable as it relates to security
needs. It is important to understand
where our clients are today and what
their end customers want, and whattechnologies are in play which can
be leveraged to achieve a digitally
transformed experience, with security
in mind, of course.”
As an example of the Client Experi-
ence Innovation team’s “Art of the
Possible” mentality, the group devel-
oped a prototype last year that
incorporated the customer service
agent and the residential establish-
ment – working with technologies such
as Google Home and Amazon Alexa.
To show how the client experience
is evolving, and how uniquely posi-282
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