Satisfied customers become regulars. This much we know. At the same time, companies are also reaching brand new customers by word of mouth thanks to a good customer experience. For 70% of consumers, the customer experience is just as important as the product or service itself, according to a study from Harvard Business Review conducted in 2021*.
The majority of companies is also aware that the customer experience can be drastically improved, above all because of the data collected. Due to uncertainty or lacking readiness to invest however, only a minority believe that AI plays a decisive role in optimising their results.
Digitalisation of workflows and interactions provide a lot of information about the customer journey and the data being constantly generated gives customers an insight into the customer experience.
Some specific applications of AI in respect to customer journeys:
*Study conducted in 2021 by Harvard Business Review for Genesys “Beyond Net Promoter Score: Customer Experience Measurement Reimagined.“