In this age of rapid digital embracement, brands are expected to deliver a high level of personalisation to their customers. Businesses have to understand their client’s unique needs and preferences in order to be endorsed. Let's explore how AI can be leveraged to hyper-personalise CX.
Artificial Intelligence (AI) is rapidly reshaping the way brands deliver personalised customer experiences. By harnessing the power of AI and generative AI, businesses can collect, organise, and analyse vast volumes of customer data to create highly targeted and relevant experiences.
37% of surveyed companies in the Middle East are citing an increased investment in their AI solutions in 2023. Further, 21% of ME brands are investing in personalisation platforms (CX Live Intelligence Report 2023). Businesses are actively tapping into the potential of AI to revolutionise customer experience.
Discover 5 AI-powered ways to hyper-personalise customer experience:
1. Recommendation engines
Many businesses are increasingly adopting these to suggest products or services that are likely to be of interest to individual customers.
This technology allows your business to extend customer support 24/7. Chatbots can be trained to respond to various inquiries, and have the capability to autonomously resolve customer concerns. According to our findings, 21% of companies in the Middle East are investing in intelligent chatbots this year (CX Live Intelligence Report 2023).
3. Personalised marketing campaigns
These are utilised to target unique customer segments with customised messages based on their interests. You’d have come across the online retail giant, Amazon using personalised marketing campaigns to send email offers to customers based on their past purchases.
4. Predictive analytics
Stay a step ahead by identifying customers who are likely to churn or who are likely to make repeat purchases. Predictive analysis can provide you with relevant information to predict customer behaviour and target them with specific offers or promotions.
5. AI-driven customer journey analytics
Use AI to collect and analyse customer journeys across multiple touch points, such as, websites, apps, social media, and customer service. This can assist in identifying customer pain points and enhancing customer experience.
Organisations are redrawing the boundaries of customer experience with AI, to create experiences that are more relevant, engaging, and profitable. AI-powered CX transformation is driving investments and this is only set to increase as customer preferences change, agility in responses becomes vital and digital CX becomes the key priority of organisations.