Artificial Intelligence and the impact on personalised experiences

If you close your eyes for a moment, stop and think about a customer experience which stands out to you. Think about what makes you remember that particular engagement and what this means to you. Customer Experiences which stay with you – which leave you with an impression – positive or negative – almost always have one thing in common. These interactions occur across multiple channels – in person, online, in social forums, by phone. And these experiences have a direct correlation to our engagement, and spend with that company. American Express have quoted that customers who have a positive customer experience spend 74% more! Whilst McKinsey have reported that 70% of buying experiences are based on how an individual "perceives" they are being treated. This perception comes back to the simplicity and personalisation of the engagement – and again the emotional reaction of the experience. Personal, simple and emotionally connected experiences – piece of cake right…??