Customer Experience in the Age of AI

A personalized customer experience has become the basis for competitive advantage. However, providing personalization requires more than just a technological fix. Businesses must design intelligent experience engines, which assemble high-quality, end-to-end customer experiences using AI powered by customer data. Brinks is a 163-year-old business well-known for its fleet of armored trucks. The company also licenses its brand to a lesser-known, independently operated sister company, Brinks Home. The Dallas-based smart-home-technology business has struggled to gain brand recognition commensurate with the Brinks name. It competes against better-known systems from ADT, Google Nest, and Ring, and although it has earned stellar reviews from industry analysts and customers, its market share is only 2%.