DIGITAL TRANSFORMATION
Today ’ s customers have higher expectations than ever . And no technology has highlighted the need for organisations to stay agile and be proactive than the rise of generative AI ( Gen AI ).
In a world where customers can easily switch to a competitor – with research from Zendesk showing that 52 % of customers will switch to a competitor after a single unsatisfactory customer experience – companies that fail to take action to meet new , higher expectations face losing out .
To help meet these expectations utilising Gen AI is a valuable tool : enabling unique and personalised experiences and recommendations for customers .
“ Gen AI is increasingly being used to deliver human-like , emotionally engaging , empathetic , and personalised customer and colleague experiences , delivered in a way that represents the values and personality of a brand ,” describes Marty Herbert , Director , Head of Experience Transformation at KPMG UK .
How Gen AI is reshaping customer experience Research by Google Cloud has revealed that 97 % of retail decision makers believe that Gen AI will have an impact on customer experience . As explained by Alex Rutter , Director of Retail at Google Cloud UK & I , for retailers that are already utilising AI , the technology has redefined how they understand , and engage with customers .
“ Synergistic advancements in data analysis and chatbot innovation have seen Gen AI elevate customer experience in two key areas : personalisation and automation ,” he explains .
“ On a customer-facing level , Gen AI can unlock personalised shopping through AI-powered virtual agents . By answering customer queries with data-backed recommendations , chatbot agents can take the load off retail contact centres , ensuring customers receive seamless and efficient service .
66 April 2024