Business transitions aren’t just about improving internal processes, integrating data silos, and automating manual processes. One of the key benefits of these transitions, particularly in the pandemic era, is a high-quality, convenient, digital-first service experience. CIOs need to be aware of trends in customer experience (CX), so their enterprises have a competitive advantage in the marketplace and build the kind of brand loyalty they crave.
For enterprises to create pleasant digital-first customer experiences, a reset of technology and processes is needed. The reset establishes a progressive culture that understands customers' unique needs. Enhanced technology solutions, including enterprise AI and machine learning, address customer pain points. While a digital-first customer experience doesn’t guarantee enterprise success, businesses will undoubtedly lose their market share without it. By enabling better digital-first experiences, enterprises improve the personalization of their services while boosting customer service efficiency.
Focusing on Delivering Value
When customers see value, the customer experience provided by enterprises achieves success
Delivering better digital-first customer experiences has become a priority for enterprises as more pressure is placed on them to provide value with the customer experience (CX). In 2021, there was a 40% increase in digital customer service interactions as businesses tried to meet the increased demand for digital-first services.
One of the biggest things CIOs need to note as they focus on delivering better digital-first experiences is establishing strong customer lifetime value. With the advent of artificial intelligence tools, CIOs can prioritize adding value to the customer experience so that customers are willing to repeat service use. Customer lifetime value allows brands to directly measure the value that enterprises create and any values that customers show in return. Customer lifetime value is by no means a static approach either. Such value depends on multiple variables ranging from marketing to sales.
Through technology, CIO’s need to be cognizant of the fact that they need to make their customers profitable.
Achieving Smarter Scalability With Artificial Intelligence
How does artificial intelligence make the customer experience scalable?
Artificial intelligence allows enterprises of all sizes to scale smarter. Customers are increasingly tech-savvy and rely on search engines and digital channels for their information. Around 65% of enterprise companies have invested more in customer experience technology in 2021, meeting the needs of the ideal digital customer by providing AI-based solutions that immediately address customer requirements.
CIOs and enterprise leaders can use chatbots to highlight self-service content, recommend help center content to customers, and direct them to quick answers through digital channels or emails. Chatbots rarely ever take breaks, delivering 24/7 customer support to meet the high volumes of sales that take place after standard working hours. Additionally, chatbots save enterprises money as they don’t need to have agents on standby to work late shifts addressing customer queries and concerns. Chatbots also gather customer information upfront and allow agents to focus more on tasks that require more human interaction, including support requests.
The Digital Customer Experience Emphasizes Personalization
Both personalization and testing platforms have benefited from the advances in artificial intelligence technology. Within traditional setups, personalization is rule-based, with enterprises delivering experiences to particular segments depending on behaviors, attributes, and business rules. Today’s more modern, technology-fueled platforms include machine learning personalization traits, deliver real-time experiences for individual customers to utilize.
Investing in an AI-based personalization platform eases the worry for CIOs looking to connect more with customers, allowing them to accumulate the appropriate insights and information that helps enterprises optimize their customer experience initiatives. Creating the platform, then developing a clear roadmap for execution is paramount for enterprise leaders.
Putting Relationships First Rather Than Transactions
For artificial intelligence initiatives to enhance the customer experience, a change of perspective is required for enterprise leaders. The biggest element of providing a digital-first service experience that people can buy into is treating them as people they care about rather than commodities.
Evolving into a customer-centric enterprise ensures that everyone from leadership down buys into the concept of providing a top-quality digital customer experience for everyone they interact with.
Connecting Data Throughout the Enterprise
CIOs also need to ensure data connectivity throughout the enterprise to enhance their digital-first customer service initiatives bolstered by artificial intelligence. Customer data keeps getting siloed and scattered across different systems, limiting agents from accessing the data to personalize their interactions with customers.
Whether it’s a marketing automation tool or customer relationship management (CRM), enterprises need to have technology that seamlessly integrates with all the applications and tools they depend on to thrive. Instead of ripping up the infrastructure when technology fails, enterprises can easily sync data between applications and readily access customer insights to provide thorough digital customer experiences.
As enterprises strive to enable better digital customer experiences, more understanding is needed from leaders regarding the use cases of artificial intelligence, how to scale and connect data across the board. Aviskaran provides digital solutions that scale operations and enhance the value of the customer experience. View our wide range of digital-first services today!
Content Writer, Aviskaran Technologies