Customer Experience Trend Report 2020, Indonesia is now available for download!

Download Report

Customer Experience

Customers are First! Decode Customer Experiences with Artificial Intelligence (AI)

Tanuj Diwan
Jun 18, 2019

3 mins read

Tanuj Diwan

Customer Experiences with Artificial Intelligence (AI) Across the globe, businesses are pouring more resources than ever into enhancing product or service usability to build strong customer experience (CX). In recent years, customer experience has become a major thing.

Customer Experience with Artificial Intelligence (AI)

An integrated customer feedback mechanism can help in reigning positive experience.  Take into account that customer journey doesn’t end after the purchase– it’s an ongoing experience which requires customer centricity at different touchpoints.

“If you want something new, you have to stop doing something old.”
– Peter Drucker

Create customer experience through product improvements

A broader approach towards customer experience management is needed because the brand is no longer the star of the show – experience is.

Focus is shifted…

Businesses are now looking for a strategic change in brand perspective that plays the role of a catalyst – talking about experience and engagement to change how people talk about their brand.

It always starts with product improvements which are backed up with brand experience. Such innovative thinking leads to big ideas to drive revenue and gaining customer loyalty. The Temkin Group found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Focus on solutions by learning from challenges

There are problems that are difficult to solve however a detailed understanding of customer journey helps business to design an improved customer experience. Challenges are real-time learning for organizations that demand consistency in customer experience. Putting customers first doesn’t solve all the problems for business until it implements feedback culture within the company. Employees who receive feedback, become profitable for businesses.

Unlock emotional experiences that last longer

The human-centered approach behind the design of the product or service has taken a central role in bringing user experience into life. Building brand experience by integrating artificial intelligence can personalize user experience however CX is about emotions not about technology. A balance of both would be beneficial to a brand in winning customers. It’s crucial to understand that the human brain is wired to store awe-inspiring emotional experiences differently — as discovered by brain researchers at the Dutch Radboud UMC hospital.
Data intelligence for personalization in customer interactions

Artificial intelligence helps businesses in creating personalized and lasting customer experience as systems become smarter through deep learning in order to make marketing communication more compelling and effective. Today, the combination of digitalization and AI have made marketing into a science-backed up with user data. By 2020, eMarketer predicts that more than 86% of digital display ads will be bought programmatically. In other words, almost nine in 10 of them will soon be tailored to each viewer.

Time has come to effectively listen to customers!

And, how businesses can bridge the gap between their product and expectations of customers to offer the best-in-class experience. Fortunately, with the right feedback at the right time, companies can exceed expectations and delight customers.

SurveySensum caters to that idea of getting known the unsaid through futuristic surveys.

Customer Experience Trends 2020

How much did you enjoy this article?