Many organizations strive for improved customer experience (CX), which leads to increased customer satisfaction, loyalty, and advocacy. Understanding customers is the first step toward providing a good customer experience, and artificial intelligence (AI) can assist in this process.
The five-step methodology for using AI to gain a faster, real-time understanding of customers is outlined below.
Step 1. Formulate the customer experience strategy
Before delving into what AI can do, you must first establish a CX vision and strategy. If one does not already exist, take an active role in creating one.
Step 2. Map and analyze customer journeys
Map and analyze current customer journeys to better understand the touchpoints and experiences your customers have with your brand — from discovery to presales, sales, and customer service. A better understanding of how customers interact with a brand lays the groundwork for artificial intelligence (AI) to be used to improve customer journeys and benefit the business.
Step 3. Learn about the AI solution(s) that can help you understand your customers faster and more efficiently.
It is possible to use AI technologies to categorize, organize, and analyze customer data in real-time, whether it is written or spoken, and ultimately understand customer sentiment.
Step 4. Decide whether to build or buy
Leaders of application development must decide whether to build or buy an artificial intelligence solution. Determine whether your organization has the necessary skills and budget to develop it in-house or if it is better off purchasing a CX/AI solution.
Step 5. Track and measure success
Only measurement can provide an answer to the question, “Is it working?” Discover the metrics and key performance indicators that will help you track the success of an AI/CX initiative. Aim for “early quick wins,” initiatives that can be easily tracked and can demonstrate success (or failure) quickly in order to build momentum for future initiatives.
Are you interested in learning more about how your company can provide exceptional customer service? Get in touch with Cegura technologies today!
