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Consumers and Their Experiences: Dehumanized, Re-Humanized

Bernd Schmitt, Columbia University

Over the last fifteen years, the digital revolution has changed business and people’s lives. Over the next ten years, developments in artificial intelligence, robotics, and human enhancement technologies will have similar, dramatic effects. Bernd Schmitt will provide frameworks for thinking about the future customer experience, with a specific focus on dehumanizing and re-humanizing the experience, and thus prepare management for a future world where consumers will struggle between the human and the artificial in unprecedented ways.

Related Conference:

Spring 2017 Board of Trustees Meeting: Customer Experience Beyond the Hype

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