Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers. Gartner predicts that by 2019, more than 50% of organizations will redirect their investments to customer experience innovations.
As a result, many organizations have built teams to collect and analyze data on every step of the customer journey – taking into account where, why and how customers interact with their channels. By analyzing this data in real time, companies are able to keep up with evolving customer demands.
http://customerthink.com/3-reasons-why-ai-and-big-data-will-fuel-the-customer-experience-in-2019-and-beyond/
Nationwide, which banks 15 million customers in the UK, has enlisted AI from analytics firm SAS to analyze customer interactions more effectively and resolve issues earlier, per Finextra.
Nationwide's deployment of AI comes amid growing digital transformation efforts from incumbent lenders as they look to reduce operational costs and improve how they service customers. In September 2018, for example, Nationwide announced its intention to step up its digital transformation, saying it would invest a further £1.3 billion ($1.7 billion) on technology, taking its total tech investment over the next five years to £4.1 billion ($5.4 billion).
Here's how Nationwide deployed AI to identify customer pain points and strategize to resolve issues:
https://www.businessinsider.com/nationwide-sas-ai-customer-experience-2019-3?international=true&r=US&IR=T/
Artificial Intelligence (AI) has caught everyone's attention in recent years, mainly because of its disrupting nature which gives it enormous potential with countless applications.
Among the many possibilities that AI promises, customer experience (CX) is an area that offers immense opportunity for organisations to differentiate.
https://biplatform.nl/1863618/is-artificial-intelligence-the-future-of-customer-experience.html/
With a new era of artificial intelligence (AI) dawning upon us, it’s an incredible time for customer experience, with humongous benefits to the customer and ultrafast customer service. As AI technology matures, forward-thinking enterprises are plugging in conversational AI in their strategic investment roadmaps to leverage it for their customer service function. In fact, Gartner predicts that “conversational AI-first" will supersede "cloud-first, mobile-first" as the most important, high-level imperative for the next ten years.
https://www.firstpost.com/tech/news-analysis/how-conversational-ai-is-driving-the-next-generation-customer-experience-powered-by-chatbots-and-assistants-3987595.html/
So, what can brands do to fix the customer experience and prevent customers from going to a competitor? The answer is probably much simpler than you think: Take the intimacy, connectivity and conversational experience from the in-person/offline world and inject it into the digital world.
http://www.adweek.com/digital/social-media-is-not-a-customer-experience-solution/
Artificial intelligence (AI) has already become an everyday part of our lives. We use it at work and at home - often without even realizing it. AI is evolving now in all industries especially in the banking sector, 2018 will showcase many projects and applications that are adopting AI to increase their performance and security in all terms.
http://www.bobsguide.com/guide/news/2018/Mar/19/using-ai-to-enhance-customer-experience/
Bookmarks on this page are managed by an admin user. 
