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Simplifying complexity and empowering workers at scale is paramount for success now and in the future. The technology behind business experiences has come a long way in the past 15 years.
Enterprise systems built for on-prem or the web required significant training while old data centers gave rise to virtualization and, eventually, cloud computing. The old systems didn’t really disappear, but they did need to be integrated into the cloud, leading first to Application Service Providers (ASPs) then evolving to Software-as-a-Service (SaaS) companies as we know them today.
The movement to the cloud necessitated both significant changes to infrastructure as well as a completely new paradigm for the delivery of the applications and services themselves.
All these changes impacted the employee and customer experiences requiring continual change, learning, and adaptation in a world of real-time updates.
How does anyone keep up?
What demands will be placed on workers and customers as we continue to move forward? How will companies remain resilient and relevant for the long term?
The Expansion of the Enterprise stack Drives the Need for Enterprise Flexibility
In the last decade, the number of applications has skyrocketed. It’s become a full-blown “tech stack” expansion including dynamic websites, streaming services, social media, chatbots, mobile, digital kiosks and more. This ecosystem is expanding fast.
Add to that the complexities of global business: remote workers, multiple languages and teams around the world, different time zones and varying customer needs. On top of that, information moves much faster today than it did just a few years ago. Not only do businesses have to be in all the relevant spots, but they have to respond to customer needs and changing trends while building relationships.
Enterprises are realizing that old systems and methodologies no longer serve them; they need more flexible technology. In the future, we'll continue to see more real-time, dynamic experiences so businesses must be able to address customers at the right time with the right services.
The best way in which to mitigate the chaos and fallout from all of the changes is to create an abstraction layer that makes the lives of employees and customers much easier. A modern AI-enabled Digital Adoption Platform (DAP) is such a solution. A small number of DAPs include AI and ML in their solutions along with a tailored UI and UX to manage change, thus providing a consistent experience, and automating many tasks for each user. Such tools also enable hyper-customization.
AI in Business: Hyper-Customization Is the Next Thing
Businesses are turning to hyper-customization to raise employee productivity, increase engagement and deliver superior customer experiences. Hyper-customization and personalization takes the broad but cohesive experiences of business processes and focuses on satisfying the individual specifically.
Customers are willing to pay significantly more for highly personalized experiences. AI is groundbreaking here because properly-trained AI models could auto-generate hyper-personalized workflows at scale.
AI in Business Will deliver Hyper-Customization, to Consistently Enhance the CX
Technology shifts happen every few years, and AI could be one of the biggest yet. Most hyper-personalized experiences will soon be created with AI assisted tools. AI assistance will help people manage the volume of change at scale, cost-effectively.
AI is changing the way humans experience and interact with brands and the world. We are starting to see personal agents that know their users’ preferences and customize digital experiences on their behalf.
AI in business needs to add real value by consistently enhancing the customer experience. That means that you will need to test your model rigorously. Regularly solicit feedback from customers and iterate.
Closing thoughts on AI in Business
Have an open mind to learn and adapt, and look at how new technologies like AI are solving existing problems. Focus on providing employees and customers with value to make their lives easier, and to entertain and educate them. This will help spur loyalty and loyal employees and customers are the best sales and marketing tools you will ever find.
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