How AI is powering the future of the customer experience

We've all had bad customer service. And our expectations as consumers are changing dramatically. Think about it: it's no longer about just browsing on the high street. We make impulse buys on our phones, we check out deals on Instagram and we expect sales associates to guess our preferences and interests based on what we've already bought online. As we increasingly look forward to a tailored shopping experience – whether it's in-store, online, on a mobile device or via the phone – retailers need to figure out a way to communicate effectively with us in this multi-channel era. To offer a VIP treatment at every touch point, many companies are turning to technology to help deliver personalized experiences and free up sales associates from monotonous tasks, allowing them to focus more time on delighting customers.