of customers expect companies to understand their unique needs and expectations, and that 62 % prefer personalised product recommendations.
The rise of AI-powered engagement Manual or human-only service models aren’ t sufficient to deliver on these expectations at scale. Rather, embracing AI to optimise customer experience, especially at enterprise scale, is now a strategic imperative for all businesses.
“ As customer expectations continue to rise, adopting AI is essential for longterm success, helping organisations stay agile, competitive and consistently ahead of evolving demands,” says Matt Trickett, EMEA XM Strategist at experience management firm Qualtrics.
“ AI transforms customer interactions by harnessing large volumes of data to deliver more personalised, proactive and efficient experiences. From intelligent agents offering round-the-clock support, to advanced tools that can identify and resolve issues in real time, AI improves product quality, enables deeper personalisation and supports more empathetic engagement.”
There’ s also a business case for adopting an AI-first approach to CX. Earlier this year, Qualtrics published a report on leaders using AI to turbocharge customer engagement. It found that doing so could reap an estimated US $ 860bn in annual revenue and cost savings, particularly for businesses in sectors such as professional services, consumer retail and retail banking.
“ Companies that deliver the right experience at the right moment, understand not just what customers want, but when and how to engage”
NICOLAS MAECHLER, SENIOR PARTNER,
MCKINSEY
“ By using AI to tap into individual behaviours and sentiment insights, organisations can deliver targeted interactions that make customers feel understood and valued,” says Matt.“ This not only reduces friction but also improves customer retention and lifetime value, as people are more likely to engage with and advocate for brands that understand them.”
McKinsey says that AI-powered personalisation can boost revenues for businesses by 10 %-15 %, and that companies that prioritise customer experience have a significant competitive advantage over their competitors.
“ Today’ s customers expect more than quality,” says Nicolas Maechler, Senior Partner at the global consulting firm.“ But true customer-centricity isn’ t about chasing every whim, it’ s about balancing customer needs with a long-term vision. aimagazine. com 93