The human elements of crea�vity and strategic insight will remain at the forefront of business differen�a�on. This consensus among two-thirds of business leaders seems clear: AI is becoming a powerful tool, but the human elements of crea�vity, empathy, and strategic insight will remain at the forefront of business differen�a�on. The task for humans is to seek ways to collaborate with AI, not merely use it, and thereby make AI be�er serve the needs of people and companies. As businesses harness the strengths of AI, they also will need to invest in their human capital, ensuring that their workforce is not only technically proficient but also equipped to think cri�cally, innovate, and lead in an AI-augmented world. AI will be used to improve the customer experience with extreme personaliza�on, improved sales support, expanded use of chatbots and deeper insights. Support for marke�ng ini�a�ves and post-sales support are expected to be the most popular uses of AI for customer engagement 51% of Pacese�ers are using AI to engage customers with more personalized interac�ons with their marke�ng ini�a�ves and for post-sales support — beyond chatbots. (Only 41% of Followers said they plan to do that for marke�ng ini�a�ves and 38% for post-sales support) Q. In what ways are you exploring AI's impact on your relationships with customers? Informa�on or decision making will become more much more efficient and much more effec�ve. You don't need to spend six months planning for something anymore. Four people can get together and perform what used to be a six-month assignment for an economist, a consul�ng firm, or a strategy team. – Ehab Aziz, Group Chief Financial Officer, Agility TCS AI for Business Study Key Findings Report 29