{"id":5031,"date":"2018-08-20T08:14:57","date_gmt":"2018-08-20T08:14:57","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=5031"},"modified":"2023-05-02T15:44:10","modified_gmt":"2023-05-02T15:44:10","slug":"customer-experience-and-ai-business-strategy","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/","title":{"rendered":"Customer Experience and AI: Why You Need Both in Your Business Strategy"},"content":{"rendered":"Companies are facing more pressure than ever to differentiate their customer experience<\/a>. But in today\u2019s hyper-competitive business landscape, how can you gain an edge?\n\nArtificial intelligence might be the answer you\u2019re looking for.\n

Boost personalization and take your customer experience to the next level. Find out how.<\/strong><\/em><\/a><\/h3>\nNearly half of consumers (49%) said they would more frequently shop at an online location that incorporates AI, according to a study from PointSource<\/a>.\n\nIt is evident that customer experience and AI are interlinked. This creates a unique opportunity to become more competitive in the eyes of consumers.\n

Take a deliberate approach to integrating customer experience and AI<\/h2>\nA thoughtful, specific plan is critical to successfully integrating customer experience and AI.\n\nThis is no easy task. A lack of design acumen led to most businesses failing with their AI conversions in 2017, according to the Digital CX Trends 2018 Report<\/a>.\n\n\"customer\n

Create a personalized experience<\/h2>\nIncreased personalization is one of the most valuable outcomes of combining the customer experience and AI.\n\nBy applying machine learning to data on customer behavior, you can use AI to generate information on individual customer preferences. When customers receive promotions, support, and attention that is specifically tailored to them, they feel more valued.\n\nAI can also facilitate more efficient, secure communication, tailoring interactions based on individual preferences. For instance, you can let customers use fingerprints and facial recognition to access their account and place orders. Voice detection and natural language processing technology will enable them to chat with automated customer support<\/a>.\n\nThe result is higher engagement<\/a> with your brand, more customer loyalty, and higher satisfaction. And the more your customers engage with you, the more information you\u2019ll have for further analysis.\n

Emphasize security to ease customers\u2019 concerns<\/h2>\nYou\u2019d be wise to proactively address the security risks associated with certain aspects of AI, such as voice recognition. Customers may be concerned that their voice could be manipulated, so you\u2019ll need to safeguard users from being hacked.\n\nEven a minor breach of personal data can damage a customer\u2019s perception of your brand. So remember to prioritize trustworthiness and security as core competencies.\n

\"artificial<\/h2>\n

Use AI to assist, not replace employees<\/h2>\nStaff often fear AI will take over their jobs. If you want to implement AI technology, ease employees\u2019 concerns by emphasizing how it will streamline services, not replace them.\n\nAI helps you provide the enhanced efficiency your customers are demanding. But they also want a human touch when dealing with a company. Replacing human interaction completely would cause customer experiences to suffer<\/a>.\n\nThis notion was supported by Michael Chui, partner at the McKinsey Global Institute. He believes: \u201cThere\u2019s almost no part of the economy which potentially couldn\u2019t be disrupted by AI. We are all going to have to change what we do. And so, the biggest challenge we have is not really mass unemployment.\u201d\n\nThe onus is instead on rethinking and restructuring our work environments.\n\nFor example, a computer generated response from\u00a0a chatbot couldn\u2019t handle a complex, nuanced customer service problem the way a dedicated customer service team <\/a>could. AI in its early stages should handle simple requests. Everything else should be left for trained professionals.\n

Discover the tool that sets your customer experience apart.<\/em><\/strong><\/a><\/h3>","protected":false},"excerpt":{"rendered":"Companies are facing more pressure than ever to differentiate their customer experience. But in today\u2019s hyper-competitive business landscape, how can…<\/span>","protected":false},"author":246,"featured_media":5032,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[278,300,181,189],"class_list":["post-5031","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-ai","tag-customer-engagement","tag-customer-service","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"\nDo You Need Customer Experience and AI in Your Strategy?<\/title>\n<meta name=\"description\" content=\"Customer experience and AI go hand in hand. Customer satisfaction increases tenfold with AI, but how can you incorporate both in your business strategy?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Do You Need Customer Experience and AI in Your Strategy?\" \/>\n<meta property=\"og:description\" content=\"Customer experience and AI go hand in hand. Customer satisfaction increases tenfold with AI, but how can you incorporate both in your business strategy?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/\" \/>\n<meta property=\"og:site_name\" content=\"WalkMe Blog\" \/>\n<meta property=\"article:published_time\" content=\"2018-08-20T08:14:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-05-02T15:44:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/CX-and-AI-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"WalkMe Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/2018\/08\/CX-and-AI-1.jpg\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"WalkMe Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/\",\"url\":\"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/\",\"name\":\"Do You Need Customer Experience and AI in Your Strategy?\",\"isPartOf\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/customer-experience-and-ai-business-strategy\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/08\/CX-and-AI.jpg\",\"datePublished\":\"2018-08-20T08:14:57+00:00\",\"dateModified\":\"2023-05-02T15:44:10+00:00\",\"author\":{\"@id\":\"https:\/\/www.walkme.com\/blog\/#\/schema\/person\/b6803cf6ff5d66cf789ea833bbddfa31\"},\"description\":\"Customer experience and AI go hand in hand. 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