Three steps for creating CX that sticks—and how to evolve it with artificial intelligence
Much has been said about the role that AI and data can play in customer experience. Much less has been discussed about the implications behind those changes. Consider this scenario: An application aimed at one customer at a time, providing an increased level of sophistication and satisfaction with each interaction, constantly improving experiences as it learns from the previous one. Each level calls for increased support in communications, data, and AI. Let’s explore those levels and how they evolve.
Level 1: Hospitality
Checking into a hotel, even with "priority" status, can be tedious and often result in nothing more than validating your identity and method of payment and being given a room.
Instead, leading providers are exploring what's possible with CX when you know what customers want, combine data from multiple sources, use instantaneous inferencing, reach them on multiple channels, and generally make life more pleasant for them—without being creepy …