27 Kellogg Insight How to Use Automation and AI to Radically Transform the Customer Experience Is your company prepared to deliver the millions of personalized interactions that your customers expect? Based on insights from Mohan Sawhney IT’S NO SECRET THAT CUSTOMERS EXPECT better service from compa - nies these days. Over the past decade, tech-savvy firms like Amazon, Uber, and Netflix have conditioned customers to expect service that is personalized to them, accessible on demand across multiple channels, and responsive to their needs at that exact moment.