Customer experience is a crucial factor influencing competitiveness when choosing goods and services. Currently, the business has moved to the Internet, and it is on the Internet that customers are more and more willing to make purchases. A combination of the proper process and systems enabled by AI can provide a wow customer experience to customers. In providing customer experience, Marketing technology (Martech) applications are winning.

Lets look at the tech process in place:

People counting:

Technology that allows you to trust people passing under the camera in real-time and provide information in which direction they are moving

Queue monitoring in real-time: the solution monitors the number of people in the selected area on an ongoing basis (for example, in the queue) and automatically recommends actions when a predetermined threshold is exceeded. This allows you to open new cash registers to reduce waiting times and improve customer satisfaction.

Intelligent analysis functions to assess gender and age: the solution assesses customers’ gender and age range by continuously detecting and analyzing the faces of store visitors. For example, the app can automatically display relevant advertisements on a digital display (digital signage) to better suit customer preferences.

Analyzes to read occupancy patterns:

This allows you to evaluate the average number of traffic present on the website or in the observed area at different times, which will enable you to plan optimal resources and ensure the right level of service.

Heatmaps:

Identify areas where customers crowd, high traffic areas, or traffic jams/ bottlenecks and then create customer flow patterns in the store.

The use of technologies that create a single, integrated and comprehensive solution will allow the customer experience to use the information at hand more effectively and put customer experience first.

New technologies are changing the faces of new industries. Virtual assistants, chatbots, speech processing, personalization, user interface, and user experience are some possible applications of AI that revolutionize the performance of customer experience. However, organisations are concerned about the costs associated with the implementation of new technologies, and these fears are increased by the possibility of failure or lack of interest in new products on the part of customers.

Measuring customer experience with Artificial Intelligence

Customer Experiences in the era of Artificial Intelligence study
A novel approach to understanding how the integration of AI-based services can impact the quality of customer service has been described in the article “Customer Experiences in the Age of Artificial Intelligence,.” Researchers at Royal Holloway, University of London, broke down the client’s experience into prime factors. The research involved an analysis of nearly 450 clients of one of the beauty industry companies. The cosmetics company has made available to its customers a technology that allows the selection of cosmetics to suit the client’s beauty type. It was the first step towards the current technological revolution trend. The virtual assistant compares the client’s selfie with a database of clinically assessed photos. It precisely classifies the signs of skin aging and selects the foundation’s color or the most suitable shade of lipstick. Interestingly, it does so with up to 95% efficiency.

Similarly, body measurement by online cloth retailers, dress visualizations, and pattern visualizations are the most engaging customer experience examples of online clothing buyers.

The obtained customer experience data was verified using structural equation modeling. The theory of trust and commitment measured the quality of AI services, including convenience and personalization, influencing the customer experience, emphasizing the importance of trust, loyalty, and specific customer opt-outs as intermediaries.

Impact of Artificial Intelligence

The key to success in the AI business is understanding the mechanisms in customers’ minds and designing the purchasing process according to their preferences. Within one brand, even individual customer segments may differ significantly. Once customers get their first brand experience, their commitment to a solid relationship positively impacts the quality of the experience.

Pressure on financial results, shorter strategy cycles, and increased customer expectations require introducing solutions based on the latest technology to streamline the buying process and improve customer experience. Companies increasingly use Artificial Intelligence supported by data analytics as one of the critical activities addressing the challenge of competitiveness. So, does implement solutions based on artificial intelligence lead to building stronger relationships between consumers and the brand?

Brand Stickiness & loyalty

b2b or b2c Consumers no longer stick with their brand solely on one factor such as price or a feature. Instead, they remain stuck to a brand because of the experience they receive. From the brand, Artificial intelligence and machine learning are changing how companies interact with customers.

With their help, we can personalize services and product recommendations by processing:

Interaction with the brand enables AI’s performance.

Past customer preferences and combining them with a range of other collected data, analyzing people who chose similar patterns, helps the AI predict the future behavior of customers.
A customer who ceases to be anonymous is worth 18 times more to the seller than the average consumer. Thanks to the high personalization achieved based on contextual and behavioral data, this is possible. Marketers decide to use AI technology to build authentic and real-time customer interactions.

Microsegmentation leads to targeted & personalized communication.

The concept of segmentation is currently transforming. By considering new criteria – behavioral data in particular – companies can now better understand how different current or potential customers can be when it comes to their consumption habits. AI allows the use of behavioral segmentation at the micro-level. Instead of dividing potential customers into rigid demographic segments, we can define consumer behavior by considering seemingly minor differences within small groups or individuals.

Organizations are collecting vast have collected vast customer data. This allows for a highly personalized approach, such as adding newer and newer criteria to describe the customer. New micro-segmentation techniques focus on supplementing the core data set with complex elements such as behavioral information, psychographic analysis, data from external sources to understand consumers and predict what they want before they even have time to interact with the product directly. Further refinement leads to personalization, where each consumer is a separate segment.

To summarise,

It cannot be denied that nowadays, the dynamic development of technology has made shopping transferred to the Internet. There is a significant shift in buyers deciding to buy online because it is a very comfortable solution. There are hundreds of Martech applications available for b2c and b2b customer experience. Virtually no matter where we are at the moment, we can buy the things we need, only the Internet and the appropriate device are necessary. These applications enable not only marketing but also sales and retention the customers.

Connect with us to know more about how technology can enable customer experience! Author – Rajmohan