As we think about some of the lowest-hanging fruit opportunities for generative AI to create outsized value for organizations, one of the areas where we’re excited to see continued innovation in is customer experience (CX) automation. In times of economic uncertainty, investing in and differentiating through customer experience is what can set organizations apart from their competitors. Consumers are no longer driven by brand loyalty, they prioritize convenience and personalization. This extends beyond traditional CX leaders like retail and hospitality to markets like financial services and insurance. At the same time, increased access to information (via comparison sites, reviews, feedback, etc.), growing competition, and rising customer expectations have been huge catalysts for a heightened focus on CX. All of these factors, coupled with the continued pressure to reduce costs, make for a perfect opportunity for generative AI. 

The key questions are: how quickly can dominant players build new, competitive AI-powered products, and how quickly can they integrate AI into existing applications? 

At Ansa, we think the potential of AI within CX has an exciting road ahead. Some of the ways we see AI playing an increasingly important role are in the following areas:

Hyper-personalization 

Hyper-personalization builds upon the foundation of individualization. By using AI and machine learning algorithms to analyze data, these algorithms monitor customer behavior, preferences, and habits to predict future actions. As a result, companies develop stronger relationships with their customers by enhancing user experiences with unique digital identities.

Voice, Conversational Interfaces, and Visual Search 

Understanding customer behavior is essential for recognizing the need for voice and visual search optimization. If customers are repeatedly using voice assistants and posing search queries verbally, adopting a voice and visual search strategy is beneficial, and for this to be adaptable, companies need to develop a comprehensive strategy and include the following:

• Structured data implementation: Adding structured data so voice assistants can accurately understand and retrieve site content, enhancing SEO capabilities.
• Optimized visuals: Using high-quality images and videos with proper naming and descriptions to ensure accurate identification and ranking by search engines via visual search.

Omnichannel Experiences 

The main objective of seamless omnichannel experiences lies in enabling smooth transitions between platforms—such as physical stores, websites, social media, mobile apps, and chatbots. Unifying customer interactions into a cohesive CX platform optimizes marketing and service strategies, convenience and customer personalization, brand loyalty, and customer satisfaction across all touchpoints. 

Customer Health Scoring 

Customer health scoring is a CX trend emerging from CRM and CSM; it uses data analytics and AI to assess the health and longevity of customer relationships. By gathering data from various touchpoints (websites, support tickets, and surveys) and applying sophisticated algorithms, businesses generate numerical scores that reflect each customer's relationship health. Key factors like interaction frequency, transaction volume, product usage, and customer feedback enable preemptive problem-solving by identifying and addressing issues early. This allows for targeted retention strategies to maintain valuable customers and allows for better resource allocation by focusing on accounts that need the most attention.

Generative AI, hyper-personalization, and omnichannel experiences empower businesses to forge stronger and more valuable customer relationships. By understanding customer behavior and leveraging data effectively, companies can personalize experiences, optimize marketing strategies, and prioritize customer satisfaction across all touchpoints. If you're building CX technology, reach out to Hannah at hannah@ansa.co.