Abstract

Despite $30-40 billion in enterprise investment, 95% of organizations see zero return from GenAI initiatives. This keynote reveals why most companies remain trapped on the wrong side of the "GenAI Divide" - and what the 5% who succeed are doing differently.

Drawing on MIT NANDA's groundbreaking 2025 research across 300+ organizations, we expose the four critical mistakes keeping enterprises stuck: tools that don't learn, poor workflow integration, building instead of buying, and misallocated budgets chasing visibility over value.

Through real-world examples - including Klarna's $40M lesson in replacing 700 agents with AI, only to reverse course months later -this session demonstrates why speed without empathy creates faster disappointment, not better customer experiences.

You'll discover the Triple C Model (Context, Convenience, Caring) that separates winners from the 95% who fail, and learn why the future of customer experience isn't artificial intelligence or human intelligence - it's both, working together.

Walk away with actionable strategies to cross the GenAI Divide: when to buy versus build, how to design AI systems that actually learn, and why "caring" remains the one algorithm AI can't replicate - and your ultimate competitive advantage.