Revolutionizing Customer Experience Through AI & Data
summary
Claims that siloed systems block a 360° customer view and that consolidating behavioral, profile, transaction and sentiment data into a single store enables predictive models that lift retention and reduce support costs. Specific steps: data integration then cleaning and analytics to produce actionable signals, deploy ML for personalized recommendations and intelligent virtual assistants, use Adobe Analytics and Google Analytics traces, route negative sentiment by NLP, measure outcomes with CSAT and NPS and iterate.
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chapters (11)
- 0:00Introduction and Agenda
- 1:06The Importance of Transforming Customer Experience
- 2:22Current State of Customer Experience
- 4:10Key Challenges in Current CX Strategies
- 5:30Data-Driven CX Strategy
- 8:30Steps to Data Integration
- 10:59Extracting Actionable Insights
- 12:40Incorporating AI and Machine Learning
- 15:21Driving CX Transformation with AI
- 20:12Preparing for CX Transformation
- 24:56Conclusion
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