How Gen AI will improve Customer Experience (CX) in 2025?
Hrushikesh K.
| CX Advisor | | Drive CX Programs | | Customer centricity | | ex-CXPA Regional Council || Certified CX Practitioner | | XM Scientist |
Last year (July 2024), I emphasized the importance of Human-centered CX in the digital realm in my article -
The central theme of my thoughts then were around, Human-centered design an approach to interactive systems development that aims to make systems usable and useful by focusing on the users, their needs and requirements, and by applying human factors/ergonomics, and usability knowledge and techniques.
Forward to January 2025 >>
In this dynamic world, where we see changes happening almost each day, I re-phrase this to Human Centered approach but driven by Gen AI (#Artificial #Intelligence #AI). The approach is to maximise Gen AI's promise, while minimising its misuse. Human-centered AI or Gen AI is not just about the applications of AI, which might provide social value. It’s also about how we create and design those AI systems, who we involve in that development, and how we foster a process that’s more human centered as we create and evaluate AI systems.
A research paper, I read puts a huge 88% share of employees using AI for Non-technical stuff like admin, cash transactions, customer care, educators, medical, retail associates & so on to enhance end customer experience.
AI is this general-purpose technology, and almost every application built in the future will probably include some AI in it. But it’s a different kind of technology, and it is not as reliable in some ways. AI systems aren’t deterministic, as we like to say in computer science, where the same input always gives you the same output. ?
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Customer experience is evolving with AI-powered technologies, meeting the increasing expectations of customers. The year 2025 promises exciting opportunities to refine our strategies and tackle challenges in this space.
The core idea revolves around Human-centered design, which prioritizes user needs and requirements to make systems usable and beneficial, this time with the use of Gen AI.
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Watch this space, as I will build on each of these themes in my monthly articles on CX Musings:-
Head of Revenue @ CXsphere | Marketing Communications | Key Account Management | NBD | SaaS
1 个月Fantastic insights, Hrushikesh! Your emphasis on a Human-Centered CX approach driven by GenAI resonates deeply. At CXsphere, our GenAI solutions are designed with this very philosophy. We leverage AI to enhance customer experiences through: Real-time personalization: Tailored recommendations and dynamic interactions based on user behavior. Omnichannel support: Seamless engagement across platforms with multi-modal AI. Sentiment analysis: Understanding and responding to customer emotions in real-time. AI-powered automation: Simplifying complex workflows and improving efficiency while keeping the customer at the heart of it all. It’s exciting to see how AI is evolving to complement human intuition and creativity, enabling a more meaningful and impactful customer journey. #CXsphere #GenAI #CustomerExperience #AI