A seamless customer experience has quickly emerged as a critical differentiator for businesses across all
industries.1 And the bar is set high – using artificial intelligence (AI) to deliver touches like personalization, gamification and around-the-clock customer support has become an all but everyday expectation for a large number of consumers.
But while the majority of enterprise organizations recognizes the value of AI in the customer experience,
many struggle to make progress with creating an AI strategy that works for their organization. More
often than not, it’s because of a pervasive belief that technology and people are separate, when in reality,
the most effective AI strategy combines the two. In fact, McKinsey & Company found that companies adopting AI across the organization are investing as much in people and processes as in technology.
Creating Customer-Centric Products and Experiences
“AI is not an add-on to a customer experience strategy; it’s a complete organizational change,” says former senior data scientist at Coursera and senior data scientist at Pinterest. “An effective AI strategy allows people to understand the possibilities of technology and apply them to the customer experience. Ultimately, it enables organizations to be agile in response to ongoing changes in customer behavior.”
Here are the five foundations that organizations can use to create the in-demand, customer-centric
experiences consumers have come to expect:
Creating an Enterprise AI Strategy
- Define what it means to have a data-driven culture
- Assess and organize your data infrastructure
- Agree on a common vocabulary
- Get C-suite buy-in
- Map out a talent strategy
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