April 18, 2018
In today’s hyper-connected environment, changing customer expectations sit at the heart of the rapid-paced disruptions occurring across many industries. Consequently, to stay relevant in the eyes of consumers—and ahead of the competition—many organizations are reevaluating every point of contact with customers in search of deeper answers. In fact, a 2018 study by the Incite Group found that more than 85 percent of marketers said that understanding the customer journey at every touchpoint was considered either a critical or important marketing priority this year. For companies seeking transformational change beyond simple incremental improvements, they must consider the role that AI innovations can play in taking their customer journey capabilities to the next level.
Already rapidly transforming competition in today’s economy, AI technologies are now poised to reshape how businesses deliver differentiated, personalized end-user experiences at a time when experiences have become top priorities for both consumers and the companies that desire to do business with them. AI innovations embedded at the core of a reimagined customer journey can help companies not only better understand individual customer interactions from beginning to end, but also more clearly determine who the customer is, including what are their values are, how they communicate, and what their product priorities are at any given point in time.
So what can you expect if you decide to pursue an AI-enabled customer journey? Businesses that build Ai innovations into the core systems that power their customer journey capabilities can deliver a more integrated, seamless customer journey that can evolve and improve with each customer interaction. And research has found that businesses that are better at skillfully managing the entire customer journey and user experiences stand to reap enormous rewards, from enhanced customer satisfaction, reduced churn and higher employee satisfaction to a stronger competitive position in the marketplace and greater sustained business growth.
James Briggs and John Byrnes are co-founders and co-CEOs of Ai Collaborator Inc.(AiC), which helps enterprises unlock startup AI innovations from around the globe to bridge internal technology and resource gaps and more efficiently deploy AI solutions that can impact the customer journey, improve customer outcomes and improve end user experiences.
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