Use AI to Personalize Customer Experience and Build Trust with Customers

Tired of AI hype, myths and sci-fi predictions? When it comes to the CX space, steering through the noise surrounding AI can be daunting. Instead of getting swept away by flashy promises, businesses should start by asking clear questions: What specific CX challenges can AI realistically address? How will it integrate with existing systems and processes? What are the ethical and legal implications of its use?

By carefully considering these questions, businesses can avoid costly missteps and identify AI solutions that deliver tangible benefits.

At ITEXPO 2024, part of the #TECHSUPERSHOW, Heather Kurzenski, CX program specialist, Intelisys, offered strategies to use AI and build trust and understanding with customers – with a twist

She takes a storytelling approach and says for stories to have a lasting impact, they need to be personalized.

“Every organization knows what they do. Some know how they do it. Very few know why they do it,” said Kurzenski. “The ‘why’ is the most powerful part in storytelling.”

The “why” is what creates that personalized experience. The same can be said for AI.

“Many companies out there use AI to create personalized experiences, and many of us are not aware,” said Kurzenski. “Netflix uses AI to give recommendations personalized to taste. Sephora uses AI to help customers find their skin tones before they purchase beauty products. They personalize the experience for customers.”

Still, it is good to remember this. AI is a powerful tool that can streamline operations, personalize interactions and improve customer satisfaction. But it's important to approach it with a critical eye, focusing on solving real problems and delivering measurable results, not just the latest buzzword. By doing so, businesses can navigate the AI landscape with confidence and unlock its true potential to transform their CX.