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Building Beautiful Customer Experiences With Artificial Intelligence

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Even though AI has been around for 60 years, it is only now that artificial intelligence can be used to create personalized customer experiences, better self service, and key customer insights. For decades we’ve provided customers with experiences that were very non-human. All too often we don’t know who our customers are, we don’t know what’s going on in their lives, we have no idea what they need or why. Across the board customer experiences are still made for the masses and not the individual. However advances in artificial intelligence now make it possible for brands to treat customers less like machines and more like people. AI and machine learning learning provides actual personalization – where we can now treat a customer truly like a person.

In this session you will learn:

-Set the stage to leverage AI to make customers’ lives easier and better
-Understand the key challenges of implementing AI
-Learn one futurist’s vision of customer experience shaped by AI

Published in: Technology
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Building Beautiful Customer Experiences With Artificial Intelligence

  1. 1. Shaping Beautiful Customer Experiences With Artificial Intelligence Blake Morgan, Customer Experience Futurist, Author of More Is More @BlakemichelleM June 4, 2018, PegaWorld
  2. 2. Non-human customer experiences brought to you by humans
  3. 3. The fantasy that if we automate, the technology will turn on us
  4. 4. What is it? What are the benefits and challenges? Tips – where to start A future vision of cx shaped with AI Agend a
  5. 5. No one agrees about AI
  6. 6. An artificial version of a human being, what would it do? Listen Know context and act out of context Personalize Work faster
  7. 7. Advances in computer power Large amounts of data, and theoretical understanding Machines Can Now Learn And Problem Solve
  8. 8. We no longer have to learn the language of machines, but rather machines are learning our language.
  9. 9. Boeing flights – only 7 minutes of every flight are handled by a person Gmail filters 99.9% of spam Facebook tagging of photos Waze gets you to work faster by looking at location data and analyzing the speed of traffic Uber and Lyft minimize the wait time once you call a car Discover playlists on Spotify We’re already using AI Every Day
  10. 10. Plowing through millions of pieces of data and making connections among that data. The main attraction of AI and machine learning?
  11. 11. What actually is AI for customer experience? 1. Customer service – chatbots and virtual assistants 2. Personalization 3. Customer Insights
  12. 12. What should a good bot do? Fluid, natural like speech enabled by text mining: Context understanding Image recognition
  13. 13. Recognize, Remember, Provide Relevant Offers 91% of consumers are more likely to shop with brands that recognize, remember and provide Them with relevant offers and recommendations. -2018 Personalization Pulse Check, Accenture
  14. 14. Personalization Shift perspective from a channel-first mentality to a customer-first mentality Can’t first look at channels and then customers on those channels Today the way we have budgets isn’t conducive for personalization
  15. 15. Customer Insights
  16. 16. Your data is siloed You need to think about AI across the organization Reskilling your workers AI Challenges:
  17. 17. Run out of runway problem
  18. 18. When bots learn how to offer consumers price corrections and you get flooded
  19. 19. What actually is your customer experience? What problem are you trying to solve? Where to start?
  20. 20. Educate your employees on what is AI Gather a smaller group that can identify the tools needed Overcome silos enough to implement AI correctly
  21. 21. What do we need to achieve a particular task? Where is our data?
  22. 22. As you add more data – you standardize, simplify, and automate
  23. 23. AI - Piecemeal or across the company?
  24. 24. A flywheel is a mechanical device specifically designed to efficiently store rotational energy.
  25. 25. Machine-learning innovations in one part of the company fuel the efforts of other teams
  26. 26. Futurist’s Vision of CX With AI You never have to contact customer service No mass ads No spam in your email, your mailbox, your phone Any time consuming thing you hate doing is automated Everything in your life is personalized Voice activated everything including your house, your car and your appliances Huge investments in cyber security As a customer
  27. 27. Thank you! Blake Morgan blake@blakemichellemorgan.com www.blakemichellemorgan.com 347 907 0968

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