Many of today’s most widely anticipated technologies—AI, machine learning, and chatbots, among others—have the greatest potential to transform customer experience and launch organizations down the path to customer-centricity.
For example, AI and machine learning are central to turning the data deluge collected from myriad systems and customer touchpoints into actionable insights and personalized recommendations that will strengthen relationships and deliver competitive advantage. AI and machine learning are central to uncovering patterns that reveal customer behavior, including predicting what they might do next. With an AI-empowered unified customer view, Sales can predict what opportunities are most likely to close and get recommendations on how to finalize those deals. Customer Service can use the intelligence to resolve issues before they happen, and Marketing can create predictive customer journeys and custom experiences that will transform customer interactions. IDC predicts that by 2019, 40% of digital transformation initiatives will be supported by some sort of cognitive computing or AI effort.