July 2026
Intermediate
7 pages
18m
English
Content preview from How GenAI Can and Can’t Help Manage Customer Insights
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How GenAI Can and Can’t Help Manage Customer Insights
Generative AI tools can help surface important nuggets from customers, but leaders still have to beat cultural challenges.
To understand their customers and markets, a growing number of customer-oriented companies are using generative AI tools, alongside the language and reasoning capabilities of popular large language models (LLMs), to access and analyze their own internal content. These hybrid knowledge approaches, which typically employ a technique called retrieval-augmented generation (RAG), allow the integration of a company’s own customer insights with the general knowledge base on which an LLM was trained. Companies taking this ...
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