How GenAI can and can’t help manage customer insights: GenAI tools can help surface important nuggets from customers, but leaders still have to beat cultural challenges

Companies want to harness insights about customers from a wide variety of places. Generative AI tools can help in new ways, but some classic knowledge management obstacles remain. Here’s what customer and market insight leaders at companies like P&G, PepsiCo, and Novartis have learned about getting the best results from the data, the tools, and the people using them.