Tips & Learning

Customizing Compelling Experiences with AI

In today’s rapidly evolving digital era, both the customer journey and the employee journey have become focal points for businesses seeking a competitive edge. What are the keys to unlocking their full potential? Customization and Personalization.

Lou Leporace
Oct 13, 2023

In today’s rapidly evolving digital era, both the customer journey and the employee journey have become focal points for businesses seeking a competitive edge.

What are the keys to unlocking their full potential? Customization and Personalization.

In this post we will refer to both employees and customers as users unless otherwise specified.

Brands need a cohesive user engagement strategy that is consistent across channels and powered by real-time data. By personalizing experiences and communications across as many touchpoints as possible, brands can design user engagement programs that offer contextually relevant content and in the case of customers, offers.

There is always room for improvement when it comes to personalization efforts from companies and studies have found that although 46% of brands believe they’re doing an excellent job of providing personalization, just 15% of consumers agree and the numbers are even lower when employees are polled about their experiences with internal tools and portals. That’s why today, these efforts are increasingly being powered by artificial intelligence (AI).

For years, building great AI models was out of reach for all but the most resource-rich and technologically advanced organizations. It not only required an inordinate amount of time, but seemingly endless investment, and highly skilled and specialized staff. Today, there’s been an unprecedented leap in efficiency and access to AI, and for the first time ever, powerful, self-building models are available to just about everyone. 

By harnessing the power of the AI user experience, businesses can now comprehensively understand their customers and employees, predict their preferences, and offer tailored solutions to meet their unique demands.

Quickly offer tailored user experiences at scale

Today’s high-touch digital world means users have a low tolerance for poor experiences. If they ask a simple question and are left hanging or have a poor experience, it’s enough to abandon a brand completely. In fact, most studies indicate that nearly 70% of consumers say they will quit a brand if their experience isn’t personalized. 

An AI customer experience opens up opportunities enables businesses to avoid this kind of experience altogether. The numbers are not so high for employees as they have little choice other than to change companies and hope for the best. Yet, employees as well, in their exit interviews and company surveys, voice frustration over poor experiences with corporate tools and their overall user experiences.

Brands can now leverage the power of AI to build tailored user experiences, at their pace, along their journey to great digital adoption. Digital Adoption Platforms tap into the power of AI technology to prioritize user experiences and relationships and stay one step ahead of each interaction to deliver experiences that build engagement, trust, and in the case of customers, brand loyalty. Smart choices driven by the right intelligence and technology, such as AI in the user experience, can quickly position an organization to stay a step ahead of the competition.

Provide faster user resolutions

Customers and employees engage with business tools in real time. Let’s say a customer is talking with support about a frustrating issue. If the marketing team your business doesn’t have an up-to-date profile of this your customers and isn’t aware of this incident quickly, they might send communications at the wrong time that could lead to the customers walking away from your business altogether.

When employees are struggling with workflows, it doesn’t make sense to reassign personnel when AI can automate a cross platform data workflow and solve the problem.

By using AI in the user experience your users will enjoy:

- Faster workflow completion times

- Decreased support times

- Higher user engagement

Real-time data and robust user profiles become the pillars of your user engagement strategy.

Utilizing AI in user experience, enriched user profiles make it possible to anticipate a customer's needs, paving the way for more effective and personalized service. Instead of mere predictions, your team is equipped with factual, up-to-the-minute data to perform their work and aid their interactions.

Transform your user experience with the power of AI

Since your user experience doesn’t start or stop with any one tool or service, you can also use AI to level up departments across your organization. For example, working in parallel with your tech stack, a DAP with generative and predictive AI will not only create highly creative and insightful experiences, but streamline the execution of workflows that engage users on a level that generates genuine interest and delight.

Businesses who aren’t tapping into this valuable resource are missing out on a crucial lever that will keep them at the forefront of the customer experience revolution.

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