Artificial intelligence adoption has entered the mainstream, but most organizations are at the earliest stages and still developing their strategy and governance. Get a sense of where you stand and where the industry will progress.

Channels are inside-out thinking; and omnichannel thinking doesn't address customer nor employee experiences from outside-in. Omnichannel aims to address “where” users interact, but it does not take into account “how” they want to interact. To win in the experience economy, where engagement across apps, devices and interaction modalities is expected, application leaders need a multiexperience mind-set.