This is the 1st article from my article series published on Substack.

I'm sharing an excerpt, which is the most important part for me and I would like to hear feedback from this community.

Here it is, one of the 6 reasons listed in the article, why customer centricity is decisive for AI companies:

"Augmented decision-making capabilities: It is difficult to make life-altering decisions on behalf of others - career, diet, finance, health - how to best guide internal governance structure in the organization to make these decisions for hundreds and thousands of your customers and optimize for everyone’s needs? You probably already provide personalized services but it does not seem enough and it is becoming increasingly difficult to create additional value with more personalization. This goes back to our 2nd point, algorithms are already altering critical aspects of customers’ lives which are far more complex and nuanced: at the end of the day, no matter how much data you collect about the customer, the customer themselves is the only person who has the full-scale view of their own personality, needs, context and preferences. This leads us to the question: Rather than relying solely on internal expertise and algorithms, why not leverage the collective wisdom and insights of customers themselves? By inviting customers to participate in the co-creation of algorithms and policy documents, your organization can harness diverse perspectives, preferences, and priorities to inform more holistic and inclusive decision-making. This approach not only enhances transparency and accountability but also fosters a sense of ownership and trust among customers, as they become active collaborators in shaping the very policies and algorithms that impact their lives. Moreover, by involving customers in the decision-making process from inception to implementation, you can ensure that your solutions are not only personalized but also resonant with the evolving needs and values of your diverse customer base."

The next articles will be about how to implement these changes in the organization.

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