Sue Tripathi Ph.D, Industry Thought Leader | Data, AI, Analytics
About this talk
While customer experience (CX) seems easy to define at first glance, in practice, it's difficult to capture how a customer truly feels, thinks, and reacts during these encounters.
AI helps organizations overcome this problem, allowing them to quickly and accurately analyze customers’ cognitive, affective, sensory and behavioral responses. To effectively leverage, teams need to understand all the touchpoints throughout the customer journey, from pre- to post-purchase.
By breaking down CX into smaller "micro" interactions, brands can gain valuable insights into their customers' needs and preferences, allowing them to personalize the customer experience and ultimately build loyalty. AI techniques like machine learning, deep learning, and natural language processing can help brands interpret and analyze these micro-interactions in real-time.
In this session, Dr. Sue Tripathi explores how AI can be harnessed to optimize the customer experience. Key takeaways include:
- How to leverage AI to manage key aspects of customer encounters and use customer journey mapping to design better touchpoints.
- Embedding the voice of the customer; quantify the cost of inaction, through real world examples
- Strategies to comprehensively manage a customer's cross-channel exposure, interaction, and transaction with a product or service.
- And more…