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CONTENTS

Foreword

Chapter 1: The Promise and the Challenge of AI

Chapter 2: Building the Ontology

Chapter 3: Customer Experience: The Front Line of the Battle

Chapter 4: Marketing: At the Center of the Data Storm

Chapter 5: Making Ecommerce Smarter

Chapter 6: Sharpening the Sales Process

Chapter 7: Customer Service: Delivering Higher Quality at a Lower Cost

Chapter 8: Accelerating Employee Productivity

Chapter 9: Physical Meets Digital: Manufacturing, Supply Chain, and Logistics

Chapter 10: AI-Powered Strategy and Governance

Chapter 11: Leading into the Future

Glossary

Acknowledgments

Notes

Index

About the Author