Customer Experience

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Feb 19, 2020

AI and CX in 2020 and Beyond

by Gordon Polovin

Artificial Intelligence (AI), sometimes referred to as machine-learning, has impacted the omnichannel customer experience in a big way as we enter 2020. Microsoft predicts that in the next five years, AI will create technologies that tie into around ninety-five percent of all CX interactions. However you want to look at it, that’s mind-blowing. Nonetheless, AI technology development is a two-sided coin because it:     Creates a decisive competitive edge and can be a prolific growth driver when successful.   Carries substantial risk until success is in the bag.  AI has reinvented the end-to-end customer journey, taking the CX benefits to unimagined levels, making each touchpoint both more personal and more natural.   AI and data insights into CX Customers often zigzag, sometimes rapidly, between online and offline as they move toward a buy action. As a result, CX data processing without AI is severely complicated. AI developers know that providing a single customer view is the only answer when it comes to understanding buyer behavior. Indeed, they welcome expanded depth and breadth of data sets as a means to greater accuracy. The bottom line is that modern customer journey analytics is worlds apart from the stodgy data services the traditionalists refuse to let go of, at a fraction of the cost.   AI has eliminated the substantial investment into data collection and sorting by cutting timelines from months and weeks down to days, and sometimes hours. Frequently, data acquisition is free-of-charge, gaining the attention of astute marketers around the […]

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