“Every company’s greatest assets are its customers because without customers there is no company.” - Michael LeBoeuf

1. AI, CX and Beyond
“Every company’s greatest assets are its customers,
because without customers there is no company.”
Michael LeBoeuf

2. How will Artificial Intelligence
reshape CX in 2020?

3. CX AI in 2020

4. • Artificial Intelligence (AI), often referred to
as machine learning, has impacted the
omnichannel customer experience in a big
way in 2020.
• Microsoft predicts that in the next five
years, AI will create technologies that tie
into around ninety-five percent of all CX
interactions.

5. • AI has reinvented the end-to-end customer
journey, taking CX benefits to unimagined
levels.
• AI creates a decisive competitive edge and
can be a prolific growth driver when
successful, but it can also carry risks.

6. AI & CX Data Insights

7. • Customers rapidly shift between online and
offline as they progress toward a purchase.
• As a result, CX data processing without AI
can be extremely complicated.
• AI developers know that providing a single
customer view is the only answer when it
comes to understanding buyer behavior.

8. • The bottom line is that modern customer
journey analytics expand depth and
breadth of data to deliver greater accuracy.

9. Investment in AI

10. • AI has eliminated the substantial
investment required for thorough data
collection and analysis by cutting timelines
from months and weeks down to days, and
sometimes even hours.
• In the past, complex reports presented
seemingly impenetrable puzzles, but
today’s AI and CX analytics combine to
deliver easy-to-read insights.

11. • A better understanding of data makes it
easier to recognize and learn from patterns
of behavior.
• AI analysis can forecast human reactions
with uncanny accuracy and predictability,
uncovering key drivers of customer
performance and obstacles.

12. AI & Real-time Data

13. • Customers move through a maze of
touchpoints, each with a data footprint.
• AI-driven technologies enable thorough
data collection all along the way to find and
interpret every small link in the customer’s
buying decision chain.

14. • A range of APIs seamlessly connect
internet navigation to product interaction to
payment options to customer support –
and everything in between.
• Nothing fills essential gaps better than AI.

15. Unique Needs?

16. • With advances in AI, why try to clone
someone else’s methodology?
• Affordability and sophistication come
together to let you choose from AI options
that reveal your unique set of touchpoints
as they relate to your specific customer
experience.

17. • AI works it magic by zoning in on KPIs
(Key Performance Indicators) –
measurable values that move up or down
with customer behavior.
• These can extend across divisions like
sales, HR, marketing, and support, and to
profitability in terms of ROI or EBITDA.
• Using these in algorithms that produce
split-second calculations, AI tools can
shape the journey carved out by the
touchpoints.

18. Customer Service = #1

19. • Across a broad spectrum of industries,
customer service is the #1 priority.
• AI allows call centers, reps, and service
staff to quickly review a customer’s entire
history with the company before entering a
conversation.

20. A few more AI service options:
• Sophisticated chatbots
• Online shopping assistants
• Intelligent phone systems

21. Final Thoughts

22. Where have you seen AI lately?
• Self-driving cars are taking the shortest
routes based on experience.
• Pharmacies like Walgreens are
replenishing supplies with automatic
reorders by predicting customer
consumption.
• Robot-driven vacuum cleaners function as
a virtual maid service.
• Of course, don’t forget iPhone’s Siri, or
Amazon’s Alexa as in-home assistants.

23. • CEOs or SMB owners openly resisting AI
technologies in preference to traditional
engagement methods will inevitably find
themselves in the path of the AI
steamroller.
• The writing is on the wall, and it reads,
“Shift out of the way or get flattened.”

24. • Artificial intelligence is literally a no-brainer:
There’s no reason to fight this
technological revelation, because
everything about it is in your favor.

25. AI delivers actionable insights to
transform CX.

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