Previously, companies would focus solely on lowering costs or increasing the quality of their products to oust competitors; however, the landscape today is very different. Companies nowadays compete on the basis of their customer experience. Of course, providing excellent customer service is critical in the digital economy, but the companies that thrive use cutting-edge technology to become truly customer-centric.
Customer Service vs. Customer Experience
The terms ‘customer service and ‘customer experience’ are often used interchangeably. They are related, but there are significant differences between them. The scope of customer service is relatively limited. It is concerned with assisting customers as needed, whether through phone calls, email, social media, and so on. The customer experience (CX), on the other hand, is concerned with the entire customer journey.
In today’s world, providing an exceptional customer experience, rather than just customer service, is critical. Consumers can now find more options for any product or service than ever before thanks to the internet.
Filling the CX Gaps with AI
While many businesses recognize the importance of focusing on customer experience, it is often unclear where and how AI fits into the equation. Could businesses achieve significant CX improvements in the absence of AI? The short answer is no.
In many areas where humans fail, artificial intelligence excels. People, for example, aren’t very good at working with large datasets, such as for weblogs, and extracting useful information from them. Human bias is another significant factor that can stymie our progress. Finally, AI excels at working at scale and bridging the gap between what consumers say they want and what they actually want. For example, you could change your customer experience by conducting extensive customer surveys.
While there was some debate about how big of a role AI would play in business in the past, that debate is now over. In a world where customer experience is now the number one priority for businesses, artificial intelligence (AI) provides the solution. To know more on how AI can enhance customer experience, call Cegura Technologies
