#50: AI revolution doesn't stop: Meta, Qualtrics & Hubspot give us food for thought

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.

This week, we’re looking at Meta, Qualtrics, Hubspot and the latest insights and news in CXM. Let's dive into it!

Key news

• 微软 and Meta are expanding their longstanding partnership, with Microsoft as the preferred partner for Llama 2, which is now free for research and commercial use.
• Protecting British jobs will be a challenge as artificial intelligence systems become more advanced, the new head of the government's AI taskforce has told the BBC .
• Qualtrics announced XM/os2, the next generation of the Qualtrics platform, fully enabled with artificial intelligence (AI) to help organizations act with empathy and create more relevant and meaningful experiences.

The next generation of Meta's open-source language model launched this week is free for all

Earlier this week, Meta launched its new language model LlaMA 2 (Large Language Model Meta AI), which will compete with Open AI's ChatGTP. The model will be free for researchers and commercial use, as stated on their official page .

What do we know about LlaMA 2?

The model was trained on 40% more data than LlaMA 1 and has double the content length. However, to make the model better, users will have to interact with it continuously.

With the purpose of promoting responsible technology, Meta has established a range of resources for all who use Llama 2 to promote a liable, collaborative AI innovation ecosystem.

The world didn't have enough time to digest the launch of Business Insights , and now we have LlaMA 2, you might think? In the meantime, many European countries are investigating if OpenAI, Microsoft, and Meta are scraping people’s personal data to satisfy their hunger for data.

What do we know about the next generation of the Qualtrics platform XM/os2??

Qualtrics currently captures and analyses more than 3.5 billion conversations and interactions a year—including call centre conversations, chat logs, survey responses, social media posts, product reviews and more.

They hope to deliver personalised content and drive automated actions that make frontline workers more productive, make HR leaders and managers more effective and empower product, brand and research teams with decision intelligence in seconds.

These new generative AI capabilities in Qualtrics Automated Call Summaries will automatically summarise calls and enable agents to instantly generate support tickets, send personalised follow-up emails, and create support knowledge base articles using real-time information about customer issues.

Qulatrics's innovation puts many CX players in a challenging situation, making their chances of competing with such investments almost impossible. Another question we must ask ourselves is why do we assume that our customers want frictionless and perfect experiences, problem resolved in a second, and machine suggesting managers what to ask their team members?

This revolution will impact how CX professionals do their jobs; some might not be able to keep them. Let's explore it in the next topic.

Who is worried about AI potentially making parts of their roles obsolete?

New research from HubSpot shows that more than half of the managers surveyed from marketing (53%), sales (55%), and customer experience (57%) professions report being sidelined during strategic discussions.

Conversely, in the study encompassing 900 cross-industry managers,?almost three-quarters of these professionals have a solid understanding of their organisations' goals across marketing (78%), sales (76%), and customer experience (68%) and over 70% of these professionals strongly believe their teams are pivotal to reaching the desired goals.

However, despite the enthusiasm for AI, there are significant reservations. Whilst 59% of marketing managers feel the push from leadership for AI-enabled efficiency, half (50%) of them worry about AI potentially making parts of their roles obsolete.

Budgetary limitations are a pressing issue across departments. The financial crunch has instigated strategic recalibrations: sales managers are exploring cost-effective strategies like social selling, customer experience managers are cutting down on staffing and training costs, and marketing managers are amplifying focus on customer acquisition and creativity.

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CXM articles of the week

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Thanks for tuning into CXM’s weekly roundup of industry news. o find out the new coverages in full and more, remember to?check?this week's post .?Check back?next Friday?for the latest updates of the week!