Now that you know what CXM is, how do you go about making it better? A great place to start is by implementing artificial intelligence (AI) to enhance your CX. Advanced in AI has made it possible to anticipate what a consumer is trying to do and deliver a personalized, predictive, and effortless customer experience—at scale. Here are some of the things that effective AI can help brands achieve.
Creating a unified customer view
AI works on behavioral analytics, the base of which is data unification. Pulling together and filtering data, for example, by timeframe, for analysis provides critical insights into customer behavior—their wants and needs. Journey analytics makes this tedious task easy and also provides accurate data you can use to create practical business strategies. Say goodbye to the mind-numbing days of crunching numbers and juggling countless spreadsheets to arrive at the best business decision. With the right technology, you can get what you need quickly—access more information, in less time, and with less effort.
Enabling asynchronous communication
Today’s customers want to get what they need with maximum convenience and minimal effort. When it comes to reaching out to brands, that means using popular messaging apps that support asynchronous communication—conversations that happen across time as opposed to live chat, which happens in real time. To provide customers with the best possible experience, you need to choose the technology stack that best suits your goals by enabling asynchronous communication. To optimize productivity in an asynchronous workflow, make the most of the tech stack and keep finding new ways to enhance asynchronous communication. This will directly impact CX.
Real-time actionable insights
In today’s always-on digital world, CXM is all about connecting the relevant dots and extracting meaningful data. Journey analytics technology enables data collaboration on cross-functional platforms. Generating real-time insights makes the data valuable and useful while also relieving businesses of the need to constantly monitor multiple data sources that work independently of each other.
To get the best outputs, you need the most informative inputs. Each business has different goals, and each customer has a different journey. When given the business content, AI can analyze the data and identify causes of stagnant growth—for example, how some events shape customer behavior. Touchpoint details that impact KPIs and the customer journey are also vital inputs that help AI generate insightful results.
Benefits of improving your Customer Experience Strategy
Using automation for a seamless CX
Responding to customer queries and problems in real time makes customers feel valued. But designing customer-based responses is time-consuming for human agents, leading to increased turnaround time. On the other hand, AI can get the same thing done in a matter of seconds. Tools such as chatbots and virtual assistants are the best option for providing quick responses at scale. They analyze data in real time and answer instantly, creating a seamless CX. Personalized automated conversations not only eliminate delays without compromising conversation quality, but also acquire data from customers that can be used to train the algorithm. As a result, AI-based automation keeps getting more powerful over time.
Personalizing CX with AI
The data-driven functionality of AI has many advantages, one of which is ad personalization. The journey of one to zero clicks is possible only with AI, which can create personalized customer experiences quickly and automatically, driving higher conversions and uplift. CX becomes smoother thanks to prediction and intelligent responses. Communication is easy and hassle-free. And AI can assess customer behaviors to drive continual improvement.
By creating dynamic digital ads that stand out and break through the digital noise, ad personalization makes it easy for customers to engage with your brand. Drawing on web journeys, purchase history, demographics, personas, and other digital signals, AI can identify patterns in interaction data and anticipate customer intent. Using machine learning, ad personalization can optimize return on advertising spend, providing a clear line of sight into campaign performance by time, segment, metric, channel, and creative.
AI-powered customer journey analytics
With an ever-increasing customer base, it’s difficult to capture all customer segments and personalized experiences accordingly—especially if you’re relying on human effort. AI-powered tools such as journey analytics help get it done, efficiently and effectively. Rapid insights and actionable recommendations can empower more agile and fluid business decision making.