FOMO（乗り遅れたくないという恐れ）が依然としてAIへの投資を後押ししていますが、プロジェクトのうち期待通りの成果を上げているのはわずか25%にとどまります。そのため、経営トップたちは「失敗を恐れず急ぐ（fail ...

KFCが顧客体験を改善するプログラムを刷新し、顧客の声を行動に繋げるループの確立に成功している。ポイントは顧客と従業員、両方の体験管理に取り組んでいること。プログラムは順次拡大しており、2024年秋より日本でも導入が始まっている。

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