Thinking out loud - CX and AI

So far AI has usually been viewed by marketing as an opportunity to sell more by tailoring communications and selling messages. This is undoubtedly true but its role in improving customer service and the customer journey is often overlooked

Gartner suggests that 81% of businesses will compete primarily on customer experience in the next 2 years.
Using AI to personalize the experience will be a massive plus for brands in many if not all industry sectors.
And by personalisation I don't just mean the content but also understanding what are the best channels the consumer wants to be communicated through and best ways they want to buy from the brand. Do they want to pre-order a meal via a chat bot.? Can the traditional checkout be replaced via facial recognition and intelligent baskets?

Improvements behind the scenes are already taking place with essentially warehouses owned by Amazon and Ocado being operated using robots. this can become customer facing with restaurants using robots such as in the Henn na restaurant in Japan's Huis Ten Bosch theme park . Although Iā€™m not convinced by the scary check-in staff at the hotel

Photo via The Asahi Shimbun/Getty Images

Photo via The Asahi Shimbun/Getty Images