There has never been a better time to be a CIO. In today’s challenging macro-economic environment – with high inflation, constrained supply chains, talent shortages and hybrid work among other challenges – the technology strategy drives the business strategy. Hence, the role of the CIO is essential to every organization's success.
With companies facing multiple challenges in today’s economy, it’s crucial they uphold customer loyalty at a time when so many other uncertainties threaten business growth. CIOs will need to make the most of emerging technologies in the enterprise, such as artificial intelligence (AI), to maintain loyalty and enhance the customer journey – especially when consumer expectations remain high.
One focus area is utilizing AI to enable account teams to make more informed decisions. Customer-facing staff have traditionally relied on past experiences and instincts to help manage expectations. However, connected AI models can make predictions to power decision-making capabilities internally, and these powerful insights deliver value for clients and employees alike. For instance, a ‘decision-assist’ approach uses AI to give staff recommendations on how to optimize each customer’s user experience.
Let’s say a business hires a new account executive in the sales team and they manage some of the key accounts. At any point in time, there are hundreds of actions they could perform on the customer to change the trajectory of the relationship. For example, they could fix an implementation issue, suggest tactics to increase product usage, encourage the client to take a training course, or fix a support issue.
Continue reading: https://erp.today/artificial-intelligence-will-revolutionise-the-customer-journey/
With companies facing multiple challenges in today’s economy, it’s crucial they uphold customer loyalty at a time when so many other uncertainties threaten business growth. CIOs will need to make the most of emerging technologies in the enterprise, such as artificial intelligence (AI), to maintain loyalty and enhance the customer journey – especially when consumer expectations remain high.
One focus area is utilizing AI to enable account teams to make more informed decisions. Customer-facing staff have traditionally relied on past experiences and instincts to help manage expectations. However, connected AI models can make predictions to power decision-making capabilities internally, and these powerful insights deliver value for clients and employees alike. For instance, a ‘decision-assist’ approach uses AI to give staff recommendations on how to optimize each customer’s user experience.
Let’s say a business hires a new account executive in the sales team and they manage some of the key accounts. At any point in time, there are hundreds of actions they could perform on the customer to change the trajectory of the relationship. For example, they could fix an implementation issue, suggest tactics to increase product usage, encourage the client to take a training course, or fix a support issue.
Continue reading: https://erp.today/artificial-intelligence-will-revolutionise-the-customer-journey/
