Companies Rethink AI Roadmaps Amid Shifting Customer Behavior
Fisher & Paykel is rethinking its AI roadmap to meet changing customer behavior. According to Rudi Khoury, chief digital officer at Fisher & Paykel, 'customer behaviour is not going to change, it has changed.' He notes that customers are now using tools like GPT for research and discovering brands.
Fisher & Paykel's experience reflects a broader shift among Australian and New Zealand enterprises. Business leaders at Salesforce's Dreamforce conference described similar pressures to move beyond AI experimentation and fundamentally rethink how a business operates.
Khoury emphasizes that the next phase of enterprise AI is about more than automating customer service or making employees more productive. It's about rethinking systems, processes, and information underpinning experiences.