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Would AI Take Us Back to the Future?
This year’s DOCUMENT Strategy Forum (DSF ’23) was held from May 22 to 24 in Charlotte, NC. Many CCM professionals meet annually at DSF to discuss evolving trends and best practices. Artificial intelligence was the most discussed topic at this installment, its popularity driven by the emergence of large language models (LLM) like ChatGPT that are quickly finding their way into CCM and CXM solutions. I’d like to offer a few projections on where I see AI impacting the space now that we’ve had an industry-wide update on the latest developments.