Listening with empathy will let companies provide products, services and – most importantly – experiences that genuinely serve customers' needs.

More must be done to accelerate the synthesis of diverse and inclusive perspectives in the AI creation process, says Rudeon Snell, global senior director: Industries & Customer Advisory at SAP.

It's the big new buzzword in IoT, but how mature is the `intelligent edge'? Brainstorm convened a special roundtable to find out.

Chatbots can understand a user's intent, take the appropriate action to resolve the user's problem, and perform a smart hand-off to a human agent if required, says Rudeon Snell, Leonardo leader at SAP Africa.