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Saturday, February 09, 2019

AI and Customer Experience

Now involved with a couple of projects in this space.    In the past we discovered the concept fit well to customer solutions,  but the contextual details are complex.   Also,  maintaining solutions in a changing world need to be considered.

The Role Of Artificial Intelligence And Machine Learning In Driving Customer Experience
 Forbes Technology Council
By Dale Renner, Forbes Council, Forbes Technology Council

While there’s a lot of excitement about artificial intelligence (AI) and machine learning (ML), there seems to be significantly less understanding of their capabilities and how marketers can utilize them to potentially change the customer experience. Even so, many brands are rapidly embracing both. As the CEO and founder of a company that uses AI and ML to help brands gain insights from customer data and help marketers apply those insights along the path to purchase, I've seen firsthand the progress as brands move from manually coding predictive models trying to improve broad segment responses to using AI and ML to automatically tailor messages, content and offers to the individual.

Last year, International Data Corporation estimated that "spending on cognitive and AI systems will reach $77.6 billion in 2022, more than three times the $24 billion forecast for 2018." As companies invest in these technologies, it's important to understand their applicability to the customer  .... "

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