These days, customer experience, data and brand strategy are gaining a lot of importance in marketing. Both the customer experience and data analysis play a bigger role and marketers are spending more time in focusing on the broader business strategy instead of just focusing on advertising. The infographic titled, "Let's Talk about Customer Experience". According to Gartner study, in the coming years, most of the companies are expected to compete predominantly on the basis of customer experience. Delivering a satisfied and excellent customer experience is the new battleground of the brands.
In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. An even smaller number, 21%, were confident that they shared these metrics in an actionable way. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective. Since CX professionals are just starting to wake up to the idea of applying AI to improve customer experience measurement, you're probably not sure how or where to begin. In this blog post, I detail eight uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you're already collecting and making that data actionable. There are two fundamental ways in which artificial intelligence can be used to impact customer experience measurement.
Opinions expressed by Forbes Contributors are their own. The author is a Forbes contributor. The opinions expressed are those of the writer. Many companies are still unsure s how to build the business case for customer journey mapping, particularly for digital experiences and digital products. While better customer experiences drive revenue in industries with low switching costs, what about investments in customer journey mapping?