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AI:n rooli asiakaskokemuksen parantamisessa

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Mitä pitäisi olla kunnossa jotta koneoppimista voidaan hyödyntää asiakaskokemuksen parantamisessa? Miten sitten tuo hyödyntäminen tapahtuu käytännössä?

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AI:n rooli asiakaskokemuksen parantamisessa

  1. 1. Copyright © Dagmar Oy THE ROLE OF AI IN IMPROVING THE CUSTOMER EXPERIENCE #AIpoweredCX #markkinoinninviikko2018
  2. 2. Copyright © Dagmar Oy HEINI NUUTINEN DIGITAL STRATEGIST MARTECH | CUSTOMER JOURNEYS “Automate or Die” SAMI AITTOVAARA DIRECTOR OF CONTENT EXPERIENCE MARKETING STRATEGIST “Think Big, but Take Baby Steps”
  3. 3. Copyright © Dagmar Oy USING AI TO IMPROVE CUSTOMER EXPERIENCE AWARENESS CONSIDERA TION DECISION DELIVERY USE LOYALTY ADVOCACY VOICE SEARCH PROGRAMMATIC ADVERTISING AND MEDIA BUYING PREDICT POTENTIAL CUSTOMER NEEDS DETECT CRITICAL CASES FOR BAD REPUTATION VIRTUAL SHOPPING ASSISTANTS CONTENT GENERATION PREDICTIVE CONTENT PERSONALIZATION DYNAMIC PRICING HYPERPERSONALIZED OFFERS RETARGETING AUTOMATED DELIVERY HYPERPERSONALIZED CONTENT CHATBOTS HYPERPERSONALIZED PRODUCT/ SERVICE RECOMMENDATIONS PRODUCT/ SERVICE DEVELOPMENT UNDERSTANDING INFLUENCE AND SENTIMENT BRING PEOPLE TOGETHER AS TRIBES DETECT BRAND MENTIONS AND RECOGNIZE THE SENTIMENT
  4. 4. 1 AWARENESS VOICE SEARCH PROGRAMMATIC ADVERTISING AND MEDIA BUYING PREDICT POTENTIAL CUSTOMER NEEDS BIGGEST CHALLENGES FINDING THE MOST POTENTIAL NEW CUSTOMERS Conversational AI
  5. 5. 2 CONSIDERATION BIGGEST CHALLENGES GETTING ON TO THE CONSIDERATION LIST MAKING AN DISTINCTIVE EFFECT DETECT CRITICAL CASES FOR BAD REPUTATION VIRTUAL SHOPPING ASSISTANTS CONTENT GENERATION PREDICTIVE CONTENT PERSONALIZATION Virtual Shopping Assistant Virtual Shopping Assistant
  6. 6. 3 DECISION BIGGEST CHALLENGES BEST PRODUCT BEST SERVICE BEST PRICE EASY TO BUY DYNAMIC PRICING HYPERPERSONALIZED OFFERS RETARGETING Virtual Shopping Assistant
  7. 7. 4 DELIVERY & USE BIGGEST CHALLENGES DELIVERY ON THE RIGHT TIME TO THE RIGHT PLACE COST EFECTIVELY PRESENTING A PRODUCT/SERVICE THAT IS JUST THE RIGHT FIT AUTOMATED DELIVERY HYPERPERSONALIZED CONTENT CHATBOTS Automated Delivery Personalized Product
  8. 8. 5 LOYALTY BIGGEST CHALLENGES KEEPING THE SERVICE AND PRODUCT SELECTION UP TO CUSTOMER NEEDS HYPERPERSONALIZED PRODUCT/SERVICE RECOMMENDATIONS PRODUCT/SERVICE DEVELOPMENT Personalized Products Recommendations Personalized Products Product & Service Development
  9. 9. 6 ADVOCACY BIGGEST CHALLENGES FINDING THE MOST POTENTIAL CUSTOMERS TO SPREAD THE WORD CREATING A GREAT CUSTOMER EXPERIENCE UNDERSTANDING INFLUENCE AND SENTIMENT BRING PEOPLE TOGETHER AS TRIBES DETECT BRAND MENTIONS AND RECOGNIZE THE SENTIMENT# Detecting Brand Mentions
  10. 10. Copyright © Dagmar Oy AWARENESS CONSIDERA TION DECISION DELIVERY USE LOYALTY ADVOCACY AI POWERED MARKETING AUTOMATION CUSTOMER SEGMENTATION PREDICTIVE JOURNEYS SENTIMENT ANALYSIS FIND THE MOST POTENTIAL CUSTOMERS? GET ON TO THE CONSIDERATION LIST BECOME THE BEST SOLUTION EASY, FAST, COST EFFICIENT DELIVERY SERVICE & PRODUCT SELECTION UP TO CUSTOMER NEEDS CREATE A GREAT OVERALL CUSTOMER EXPERIENCE BE THE BEST FIT HOW TO EXPERIMENT WITH AI
  11. 11. 5 PILARS OF SUCCESS IN AI POWERED CUSTOMER EXPERIENCE SUOMI NOUSUUN-LAVA KESKIVIIKKONA KLO 13.30

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