AI APPLICATIONS
“ Y ou are caller number five, please wait on the line”. There was a time when most of us, albeit grudgingly, accepted this as the best customer experience( CX) the biggest companies could offer. Then, engagement between businesses and their customers was reactive, characterised by slower response times, no personalisation and inefficient problem resolution.
But this no longer passes muster. Customer expectations have shifted enormously in recent years, driven by the proliferation of digital platforms and channels, the way Amazon and others have transformed consumer habits, and the convenience and‘ want-it-now’ world that AI has created.
In short, today’ s customers expect more: real-time and intelligent engagement, callback options, consistent and integrated experiences across multiple channels, and tailored or personalised experiences.
For companies operating in an increasingly competitive environment, this matters. According to a Deloitte Digital study on personalisation, nearly 70 % of consumers are more likely to purchase from a brand that personalises experiences.
Salesforce research finds that, for 91 % of business buyers and 86 % of consumers, the experience a company provides is as important as its products and services. It also reveals that 73 %
90 May 2025