Collaborating Authors

Understanding Customer Data with Artificial Intelligence


Project Summary: As individuals interact with technology and engage with firms via technology leaving a digital footprint and many data points, firms are in a position to paint a clearer picture of customers and customer segments. Big Data enables informed decision making and the ability to predict future customer behaviour. The application of Artificial Intelligence to business problems remains in its infancy, yet the potential to utilise algorithms and potential machine learning to better understand customers remains a fruitful opportunity. Not only does artificial intelligence have the potential to inform customer behaviour but also to inform service provision and reduce manual human input to systems and procedures. While such technology enables firms to personalise products and services to each of their customer segments and better understand their customers' needs, it raises important questions over privacy and consumer trust towards the firm.

How Artificial Intelligence is Reinventing Consumer Electronics Segment


After taking healthcare, education, and telecommunication sectors by storm, artificial intelligence (AI) is all decked up to revolutionize the consumer electronics industry within the next five years. As per IBEF'S industry analysis report, Indian consumer electronics market is expected to grow at 41 percent CAGR during 2017-20 to reach $ 400 billion. Evidently, the combination of AI and IoT into the market products is further going to fuel the exponential growth. Though some of the product segments, including smartphones, alarm clocks, watches, etc, have evolved into smart ones, many are going through a rapid AI transformation phase. The application of AI into the industry of consumer electronics opens up many growth avenues and opportunities.

Your Customer, the AI


Too good to be true, right? Not when the offer is coming from Silicon Valley and the job involves the jackpot-hitting skill of artificial intelligence (AI). Technology companies are trying to do with the world's limited supply of 10,000 AI engineers what John D. Rockefeller did with oil: corner the market. Okay, you ask, what do these big-spending technology titans have to do with me? Do you buy or sell anything?

What marketers should know about Artificial Intelligence and Customer Experience - BehaviourExchange


What do the two buzzwords actually mean in concrete terms? What unites both is a foundation of data. But how can artificial intelligence (AI) and customer experience (CX) really be meaningfully and profitably integrated into marketing? When talking specifically about AI in marketing, most of the discussions focus on automation (such as targeting, media buying, or reporting), analysis (pattern recognition in user behavior to find behavioral intersections or anomalies), and assistance (batch processing of assets or custom interfaces based on user needs). Customer experience, on the other hand, is the ambition of a brand to implement content for its customers, both on and off-line, as context-sensitive, consistent and as relevant as possible.

The role of Artificial Intelligence in customer experience


"By 2020, 85% of customer interactions will be managed without a human" – Gartner Today's customers live in an omnichannel world. But most companies still force these evolved customers onto engagement paths that are steeped in legacy and instantly feel outdated. Artificial intelligence can be successfully employed to provide an intelligent, convenient and informed customer experience at any point along the customer journey. This will result in re-imagined customer experiences and end-to-end customer journeys that are integrated and more personal, so that they feel more natural to customers. In this post, I will lay out why artificial intelligence is a game changer in CX, take a look under the hood at how AI is applied to CX, and explore use cases for how leading edge companies are already reaping benefits from AI applications in customer experience.