Reading guide 3

Foreword 4

Executive summary 5

Introduction 6

Focus 1 Real-time, individualized CX 7

Focus 2 Efficient and resilient operations that adapt and evolve 13

Focus 3 Accelerated R&D and breakthrough innovation 19

Focus 4 Predictive, AI-powered strategic planning 25

Focus 5 Data-driven, personalized talent experience and workforce planning 30

Key principles enabling adoption at scale within organizations 36

Conclusion 38

Contributors 39

Endnotes 40