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8 uses of artificial intelligene for customer experience measurement

#artificialintelligence

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.


For McDonald's, restaurant crew experience bolsters customer experience

ZDNet

McDonald's has big plans to improve the customer experience with new technologies, but there's a parallel effort to improve the employees' day-to-day and enhance the small food factory behind the counter.



Al And ML Revolutionizes Customer Experience

#artificialintelligence

What does such a revolution mean for today's CIO? For one, customer-facing functions such as sales, marketing and customer support are receptive, visible arenas for investing in digital transformation initiatives. But to succeed in this new landscape, CIOs have to move beyond overriding concerns with cost savings and internal operations; instead, they should think expansively and strive to embrace the customer-obsessed culture, which will drive growth in turn. Further, there is an undeniable link between customer experience and employee experience. Multiple studies have shown that investing in employee experience impacts the overall customer experience, with its highly desirable and significant return on investment.


Machines Can Provide A More Human Customer Experience Than A Human Can

#artificialintelligence

Think of the last time you called a customer service line and talked to a human--did it feel like you were talking to an actual person, or was the conversation robotic and simply followed a script? Instead of enjoying a real conversation, too many brand interactions end up feeling impersonal and disinterested. Customers leave the conversation feeling frustrated or belittled instead of satisfied and accomplished. A lot of the problem comes from turning people into robots. We hire people to interact with customers and then tell them to talk like robots.