Unlock the potential of contextual AI-based customer profiling, affinity management, and customer value enabled CX solution!
Automate your CX journey!
This blog will provide subscribers with an insight into artificial intelligence (AI) enabled CX journey.
Let us start this blog by an important thought that has become so important for businesses to be competitive.
“Every customer interaction counts.”
Customer experience (CX) reflects in every customer interaction, which forms subjective, objective, and emotional opinions or impressions about what the customer feels of a company, product, brand, and / or service. These opinions and impressions form decisions of next steps that customer takes. For a business, it becomes crucial to be aware of, understand, decode, and work towards these opinions and impressions that could lead to customers making choices in favor of the businesses. Agility matters for businesses to be able to capture and analyze customer sentiments and alter or monitor performance basis those sentiments. Automation helps drive agility and an AI-enabled platform can help unlock value of customer data to nurture relationships in new ways. AI agents, chatbots, machine learning (ML) algorithms can revolutionize CX by profiling customer data, providing personized content, delivering results to enable businesses engage with their customers as per the customer preferences.
AI-Enabled Solution for CX
An AI-driven contextual platform provides immense benefits to companies with managing CX by helping track and connect data from online and offline channels such as customer enabled IOT devices, social site interactions, purchases, etc. Four ways the companies can leverage CX are as follows:
AI-enabled CX solution: By Ruhi Garg, ActDBI
ü Customer Insights:
Understanding customers helps drive business and a 360° view of customer purchases, browsing history, enquiries, behavior patterns, demographics, brand preferences, and other attributes benefits companies gain valuable insights. Customer affinity and preferences can be segmented to enhance insights. AI-driven roadmap and actions using hyperlocal personalization, consent driven, and contextual data aggregation help in upselling and cross-selling.
ü Customer Validation:
With AI-driven predictions, businesses can get real-time visibility into customer profiles, buying intent of customers, validation of product and brand performance using conversion rates, and an omnichannel engagement and connected interactions to monitor in one platform.
ü Customer Retention:
Intelligent engagement to drive customer lifetime value will allow businesses to supersede competition and retain their customer loyalty. ML enabled interactive chatbots, virtual AI agents, generative AI powered automation models can help drive intelligent engagement for businesses.
ü Company CX Management:
AI-powered outreach and growth campaigns enabled in real-time, embedded referral schemes, and loyalty programs to increase new leads can help facilitate company CX and drive sales. Sales and marketing activities can be activated by leveraging AI powered net promoter score (NPS), digital traffic management, churn probability awareness, and revenue optimization.