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Summary.
As AI increasingly mediates how customers research, evaluate, and choose suppliers, competitive advantage is shifting from direct customer understanding to managing AI-shaped interactions. Drawing
For decades, firms have sharpened competitive advantage by observing their customers through surveys, user groups, complaints, and usage data—all of which has increasingly been enabled by the rise of the internet.
Read more on AI and machine learning or related topics Generative AI, Consumer behavior, Customer experience and Customer service
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Graham Kenny