Several organizations and its new products and technologies or new business models have now turned their focus towards customer expectations and have made it their target. Hence, meeting those changing expectations and experiences is a challenge in this whole scenario. Organizations are rethinking their decisions on how to get engaged with customers and stay connected and enhanced.
Artificial intelligence can effectively provide an accessible, intellectual, and informed customer experience during any situation in the customer journey. Along with artificial intelligence, end-to-end customer journeys can be integrated and made more personal, which is why they are more personal to the customers.
There are a rising number of businesses that have had enviable success in the past but are nowhere to be seen now. Look around you- Facebook took over Orkut, phone cameras took over Kodak and blockbuster died as Netflix came along. These examples are all from unrelated businesses that have nothing but one thing in common- their failure to adapt to change and understand consumer needs. What does this mean for businesses in the times of disruptive economy and emerging technologies?
If we travel back to 1623, when Germany’s Wilhelm Schickard invented the first mechanical calculating machine, he would have never imagined that this computing machine (now evolved as Computer) would be capable enough to compete with humans one day. It’s not just all, it also holds the capability to defeat humans.
The customer is the most important element in this era, his voice, opinion, and feedback matters more than ever. Almost all organizations are moving towards customer experience and many organizations are facing challenges in terms of measuring their customer experience maturity.