As part of the new "Praxishandbuch Digitales Management" (Practical Handbook on Digital Management) by Prof. Stefan Detscher and Prof. Dr. Michael Hepp (HfWU Nürtingen-Geislingen), experts from Experience One show how companies can strategically plan and successfully implement the use of generative AI in their chapter "From Automation to Autonomy: Generative AI and the Future of Customer Experience"
The chapter offers a practical maturity model and implementation guide that companies can use to systematically develop their AI maturity and integrate generative AI into business processes and customer interactions step by step. The focus is on opportunities for new customer experiences and the question of how to successfully transition from initial experiments to genuine transformation.
"Generative AI is much more than a technological tool—it is a strategic lever for sustainable innovation and competitive advantage. With our model, we want to provide guidance and empower organizations to take the next step," says Kai Müller, co-author, founder and CEO of Experience One.
In addition to Müller, Linda Stauffenberg, Katharina Roos, Luise Hübbe (all from Experience One) and Nina Haller contributed to the article as authors. Together, they bring their many years of expertise in the areas of customer experience, digital transformation, strategy, and UX design to this scientific publication, which was published by Springer Gabler Verlag.
The handbook also serves as specialist literature for the part-time master's programs at the Digital Business School of HfWU Nürtingen-Geislingen.
The individual chapters of the book are also available in digital format and as podcasts on Spotify.