AI Tips From BT, HSBC, Google, Deutsche Telecom and More

CX AI Event 2019

Ever wondered how you can use AI to improve engagement and satisfaction? Or maybe you’d love to gain more insights into your customers’ behavior?

At the upcoming AI for CX Forum, taking place 12-14th November, over 80+ senior practitioners and heads of customer experience, customer service, customer insight, digital transformation, innovation and AI integration, from a range of industries will be meeting to learn from experts including:

  • Richard Davies, Chief Operations Officer, Revolut
  • Yuval Dvir, Head of Online International Partnerships, Google
  • Brian Hodgdon, Head of CX Insight and Innovation, Dropbox
  • Nicola Millard, Head of Customer Insight and Futurology, BT
  • Harriet Rees, Head of Data Science, Starling Bank
  • Jon Taylor, Head of Global Strategy and Innovation, Twitter

Find out more by downloading the AI for CX Forum Agenda.

Ahead of the forum, and based on conversations with our speakers, we have put together ‘3 key takeaways to guide you through your AI and CX transformation’. Check out an abstract of this blog below!

  1. Companies need to start viewing AI as a strategic and cultural shift instead of a technology upgrade.

Strategy and AI are two very different terms that can mean different things to different people, and combining the two can be an even harder problem to tackle. However, together it can enable businesses to meet customer expectations and update existing CX structures akin to a 5G world rather than a dial-up service. With this in mind, any AI strategy should rely on three main building blocks: data unification, delivery of real-time insights and customer value.

  • Data unification was founded on a bold idea of improving data management while driving business success. It’s no longer considered acceptable to have a partial understanding of how your data relates to your business goals. Competition is fierce and leaving data unanalysed can open you up to a host of problems including inefficiencies and data breaches.[i] To address this challenge AI technology allows businesses to achieve a scalable solution that is cheaper, faster and relatively hassle-free. Alongside these more apparent benefits of AI technology, it also implements a glass box culture. If an audit of algorithmic AI data is documented, businesses can handle more transparent and unbiased data and thus strengthen the customer’s trust in a brand.
  • Again, real-time insights come down to the culture of a business – recognising how to implement real-time analytics into business operations to benefit the customer experience. Through predictive analysis, AI technology can guide businesses to turn real-time data into a compelling experience on and off the screen. Research conducted by a consulting firm, Capgemini, found 75% of organisations using AI have enhanced customer engagement by more than 10% when enforcing their real-time analytics into their CX strategy.
  • Understanding the difference between customer education and marketing is the first step to increasing customer value. Customer education refers to “the set of activities or processes a business puts in place to equip customers with the knowledge and skills to make the most out of the product or service”. In support of this definition IBM found 74% of their surveyed participants will look to AI as a way to educate customers. Through the power of education businesses are able to change the way customers view their brand.
CSS NYC 2019



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