Here are 7 Tactics to Enhance Your customer experience with artificial intelligence:
1. Create Hyper-relevant Digital Ads
2. Deploy Power Personalized Search
3. Help Customers Find the Best Product & Price
4. Provide Immediate Answers to consumers’ Questions
5. Anticipate and Prevent Issues with Proactive customer Service
6. Empower 24/7 Support Across Every Channel
7. And Eliminate The Hassle of Returns
Renee Richardson from MIT Sloan, who’s also Human/AI Interface Research Group Lead at the MIT Initiative on Digital Economy shares 5 quick tips to integrate AI into customer experience:
1. Automate simple, repetitive, low-value tasks so CX teams have more time to spend with customers and doing higher value, strategic tasks.
2. Use chatbots online to handle basic customer requests and connect customers who want or need human assistance to the appropriate representative quickly and conveniently.
3. Use CRM data to segment customers by product, service, etc., and keep customer records up-to-date and accurate.
4. Personalize as much as possible in every experience, especially with bots and automated communications. Progressive profiling through website forms and customer surveys is another great way to gather information on users over time and make them feel taken care of — without creeping them out.
5. Once you have a good foundation built with AI-enhanced customer experience, explore things like predictive modeling and natural language processing (NLP) systems to improve CX productivity and profitability over time.
This positive experience influences the consumers into becoming loyalists who promote our product or service among friends and family members!
But the growing challenge is that traditional businesses are now competing against innovative, digital-native start-ups that have grown customer bases by prioritizing the customer experience above everything.
Good CX is no longer an option, today more than 65% of companies compete on customer experience, up from just 36% in 2010. So, customer experience is the new battlefield. And all consumer-facing companies across many verticals are turning to Artificial Intelligence (AI) to enhance user experience. Understanding when, why, and how we should implement AI in our customer experience and broad growth marketing strategy is imperative. Because of those stats.
- 86% of consumers are ready to pay more for a great customer experience.
- 61% of consumers switched brands due to poor customer service.
- 59% of consumers have higher expectations for their shopping experience.
Like, 86% of consumers are ready to pay more for a great customer experience. Or 61% of consumers switched brands due to poor customer service. And 59% of consumers have higher expectations for their shopping experience.
The AI market has grown exponentially in the past few years. Over 1,500 companies including Microsoft, Google, IBM, and Amazon have invested their efforts into developing next generation apps for delivering higher customer experience and it is expected that many more will join the bandwagon. Many more companies will trust the AI’s ability to boost productivity and reduce the time and cost involved – something that can be predicted from the statistics here.
Where is your organization implementing AI to the business value chain journey? Are you leading, or are you lagging? Because the consumer is always expecting more from us, from our brands, and from their experience with our products.
#artificialintelligence #customerexperience #retail
Opinions are my own, not the view of my employer. ____________________________________________________________
Mert Damlapinar has been in director roles for eCommerce, digital marketing, and sales; he's currently Director of eCommerce Strategic Insights and Tech Products at L'Oreal USA.
He holds a master's degree in Applied Business Analytics from Boston University (magna cum laude), executive management certificates in Integrated Digital Marketing from Cornell University, and Applied Data Science from Massachusetts Institute of Technology.
He's a member of the MIT Technology Review Global Insights Panel, the Consumer Goods Technology Executive Council, The Digital Shelf Institute Executive Forum, and the Brand Innovators Labs Innovation Advisory Council.
He's currently working on his 2nd book.
