Turning Artificial Intelligence Innovations Into Business Impact

Deirdre Milici and Saby Mitra


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Commercial outcomes are significantly amplified by orchestrating a cohesive experience for customers across channels. Artificial intelligence innovations such as ZS’s Orchestration Engine™—a cloud-based solution that provides “next best actions” for sales and marketing by improving the quality and timeliness of customer engagements—helps shape that deliberate customer experience and related business performance.

In this Q&A, we speak with Deirdre Milici, the head of adaptive customer engagement (ACE) and a leader on the U.S. marketing operations team at Merck, along with ZS principal Saby Mitra, to uncover the value of suggestions to drive a competitive advantage.