Here are 7 tactics to improve your customer experience with artificial intelligence:
1. Create hyper-relevant digital ads
2. Implement powerful personalized searches
3. Help customers find the best product and price
4. Provide immediate answers to consumer questions
5. Anticipate and prevent problems with proactive customer service
6. Provide 24/7 support through every channel
7. And eliminate the hassle of returns

MIT Sloan's Renee Richardson, also Human/AI Interface Research Group Lead at the MIT Initiative on Digital Economy, shares five quick tips for integrating AI into the customer experience:

1. Automate simple, repetitive, low-value tasks so CX teams have more time to spend with customers and perform higher-value strategic tasks.

2. Use chatbots online to handle simple customer requests and connect customers who want or need human assistance to the right representative quickly and easily.

3. Use CRM data to segment customers by product, service, etc., and keep customer data up-to-date and accurate.

4. Personalize as much as possible in every experience, especially with bots and automated communications. Progressive profiling through website forms and customer surveys is another great way to collect information about users over time and make them feel cared for without scaring them.

5. Once you've built a good foundation with an AI-enhanced customer experience, explore things like predictive modeling and natural language processing (NLP) systems to improve CX productivity and profitability over time.

This positive experience influences consumers to become loyalists who promote our product or service to friends and family members!

But the growing challenge is that traditional companies are now competing with innovative, digital-native startups that have expanded their customer base by prioritizing customer experience above all else.

Good CX is no longer an option. Today, more than 65% of companies compete on customer experience, compared to just 36% in 2010. So customer experience is the new battleground. And all consumer-facing companies across many industries are turning to artificial intelligence (AI) to improve the user experience. It is imperative to understand when, why, and how to implement AI into our customer experience and broad growth marketing strategy. Because of those statistics.

– 86% of consumers are willing to pay more for a great customer experience.
– 61% of consumers switched brands due to poor customer service.
– 59% of consumers have higher expectations from their shopping experience.

For example, 86% of consumers are willing to pay more for a great customer experience. Or 61% of consumers switched brands due to poor customer service. And 59% of consumers have higher expectations for their shopping experience.

The AI market has grown exponentially in recent years. More than 1,500 companies, including Microsoft, Google, IBM and Amazon, have invested their efforts in developing next-generation apps to deliver a better customer experience, and many more are expected to join the trend. Many more companies will rely on AI's ability to increase productivity and reduce the time and costs involved – something that can be predicted from the statistics here.

Where is your organization implementing AI along the business value chain journey? Are you leading, or are you lagging behind? Because consumers always expect more from us, from our brands and from their experience with our products.

#artificialintelligence #customerexperience #retail

Opinions are my own, not those of my employer. _________________________________________________________________________

Mert Damlapinar held director roles for e-commerce, digital marketing and sales; He is currently Director of eCommerce Strategic Insights and Tech Products at L'Oréal USA.

He holds a master's degree in Applied Business Analytics from Boston University (magna cum laude), executive management certificates in Integrated Digital Marketing from Cornell University and Applied Data Science from the Massachusetts Institute of Technology.

He is a member of the MIT Technology Review Global Insights Panel, the Consumer Goods Technology Executive Council, the Digital Shelf Institute Executive Forum, and the Brand Innovators Labs Innovation Advisory Council.

He is currently working on his 2nd book.

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