4 ways AI is delivering winning experiences

Using artificial intelligence (#AI) for limited tactical deployments to improve the #customerexperience is quickly becoming an outdated practice. Leading organizations worldwide are evolving their use of AI to make the entire customer journey more intuitive and personalized.

Those that put AI at the heart of their customer experience strategy are gaining a competitive advantage — increasing customer loyalty, employee productivity and operational efficiency over organizations still implementing AI for a few narrow use cases.

According to the Economist Impact report, “AI Comes of Age,” these “AI Leaders” believe that the technology is central to delivering experiences that are uniquely relevant to each customer. The report found those organizations at the forefront of AI innovation were achieving higher customer and employee satisfaction, customer lifetime value, and customer loyalty than their peers.

Here are 4 ways these leaders approach AI that sets them apart:

1. Using AI as a listening post for customers and employees ?

The more a company can learn about its customers, the better it can serve them. And using AI for customer understanding and personalization is a top-three customer experience priority for organizations worldwide, finds the Genesys report “The State of Customer Experience.” Nearly 70% of AI Leaders are using AI to identify customers and predict or drive outcomes. They’re also using AI to evaluate customer and employee feedback for improving processes, agent skills and the overall experience. Nearly 70% of AI Leaders use the tech for post-interaction analysis and quality assurance.??

2. Using AI to build empathetic customer journeys ?

AI Leaders are more likely than other organizations to use the tech to understand pain points in the customer journey. Ninety percent already do that — and they act on what they learn. The results are telling: 83% say customers are responding well to their AI-driven customer experiences, and 87% believe using AI is helping their customer journey feel more empathetic. When AI predicts what a customer needs and intelligently steers them to the right place, it reduces effort and improves satisfaction.

3. Implementing AI in the employee experience ?

AI Leaders understand the power of using AI in the #employeeexperience. More than 60% use AI to identify employee career growth opportunities; and 61% use it for forecasting and scheduling, as well as to prompt next-best actions in real time. More than half use robotic process automation to reduce employee effort and assess employee sentiment and job satisfaction. AI Leaders surround employees with smart tools and technology, which better prepares them for every interaction. They benefit from real-time customer context and intent, knowledge and next-best actions throughout conversations. And they have all this within a suite of solutions to lighten the load of post-interaction administration.

4. Coordinating sales, marketing and service

Businesses are increasingly using AI to drive a cohesive approach across sales, marketing and service. Some 71% of #CX Leaders cite implementing a customer experience platform that integrates systems, such as CRM solutions, digital engagement tools, bots and communications platforms, as a top three technology priority for 2023. Among AI Leaders, nearly two-thirds use AI for performance insights and post-interaction analysis. Seventy percent use AI for marketing automation.

The future is individualized experiences

While #generativeAI is today’s hottest topic, it will take a suite of specialized and complementary AI and machine learning technologies to transform the customer experience from end to end. And organizations that are first to market with AI in customer and employee experience will be the ones that win on personalization, loyalty, staff engagement, growth and efficiency. Where will you deploy AI next?

Explore “AI Comes of Age” to learn more.?