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The tools currently at our disposal to collect customer feedback are unimaginable. AI has completely transformed the way we get to know our customers and has made experience-led growth achievable for any company. It should come as no surprise to know that in the U.S. 25% of businesses have already deployed AI technology, while a further 43% are exploring the possibility.
While this time of great technological advancement is very exciting, the “not-so-secret” trick to ensuring your success is to start by focusing on customer relationships. While new integrations can accelerate business growth, the latest technology isn’t the only thing that will keep customers around. They stay because a brand takes the time to tailor products and experiences to their specific needs. Customer-centricity has become a non-negotiable prerequisite to success.
Luckily for us, doing so has never been easier.
Step 1: Make the Customer Connection. Step 2: Deploy an AI Integration.
When you strip customer experience down to its very core, it starts with feedback collection. We want to be able to quickly access quality insights from our target audiences and truly understand how our customers feel beyond what the numerical data tells us. One of AI’s advantages is it has finally allowed us to operationalize research in a way we couldn’t before. We no longer have to read through every single line in an Excel spreadsheet for a glimmer of insight. We can now, at a glance, understand more deeply the nuanced experiences of our customers.
What technology fuels is relationship building. AI helps you analyze data so that you can build emotional attachments between customers and your brand, which is essential for maximizing loyalty and lifetime value. Human oversight is a necessary component to implementing actionable items from AI’s data analysis.
The issue businesses now face is how to scale relationship building to match the fast-paced research capabilities of AI. This hurdle is hardly a new one in customer experience. It is an old problem and one we will still need to face, even with the most sophisticated technology at our fingertips.
Involving Your Community Is How You Scale
Customer communities are not new nor revolutionary but the best and most groundbreaking ideas aren’t. They are simple, efficient and effective. Insight communities (often thought of as the dolled-up version of research groups) bring together a brand's most passionate advocates who have a shared vested interest in their success. The community becomes a space where these customers can share honest feedback about their experience with the trust and understanding that their ideas will be heard. This environment is the ideal place for brands to create genuine connections with the right audiences at precisely the right time.
And the best part about this approach? AI has helped us make it infinitely better. With offerings such as sentiment analysis, analyzing customer insights through a community becomes faster and more effective than we could have ever imagined. AI allows us to go one layer deeper into customer data, unveiling insights that might have taken us months to discover on our own. Having these great tools at our disposal can help us with the operational side of qualitative data collection, allowing us to spend more time actually talking with customers and building trust with them.
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This is the heart of technology enablement: freeing your workforce from rote, mundane tasks that can be done quicker with technology and redirecting your workers’ efforts to bigger and more challenging problems.
AI + Human Connection: A Match Made in CX Heaven.
Like anything in life, balance is the key to finding the ideal approach to CX. AI has brought so much efficiency to our workflows saving us money, time and headaches. And once AI gets you very far in the race to excellent CX, taking your time to deepen your customer relationships is what will get you the gold. Learning to leverage AI through approaches such as community to help you build authentic relationships with customers is the key to unlocking strong customer loyalty that will last the test of time.
Conclusion
This technology isn’t going anywhere. Preliminary data from CMSWire’s most recent State of Digital Customer Experience report says that 72% of respondents believe artificial intelligence will have a significant or transformative effect on digital customer experience over the next 2-5 years. Your customers are using it and so are your competitors; if you aren’t incorporating AI into your CX you’re missing out on powerful insights into your customer base.
At the same time, customer loyalty thrives on both personalization and the human connection. By using AI to complete the rote, everyday tasks, your workforce can use their time elsewhere, making connections and taking action based on the powerful insights AI provides.
Learn how Alida’s AI-powered solutions can supercharge your customer experiences at alida.com/ai.
