How New Technologies Reshape the Customer Experience

How New Technologies Reshape the Customer Experience

How does the emerging technologies influence customer experience? By embedding AI and IoT into their enterprise applications, consumer-facing organizations can cultivate lasting and profitable customer relationships with hyper-personalized offers and services that deliver on the promise of digital.

Today’s enterprise systems generate enormous volumes of data that can be fed into AI, machine learning (MI), and IoT technologies to analyze meaningful trends and generate actionable insights. C-level decision makers must understand the important role of this treasure trove of enterprise and customer data in building and maintaining stronger customer relationships, providing personalized offers, and increasing client engagements.

How should organizations embark on this journey? A good way to start is to look deep into business functions, operations, and processes, and evaluate where these emerging technologies can be best applied. For example:

  • Typical enterprise functions include repetitive business processes that require a lot of manual intervention – often leading to mistakes in order fulfillment, inventory management, shipping, purchasing, and billing. When automated, these tasks are predictable and manageable – freeing human resources to focus on more critical tasks.


  • IT back office systems/night time data center operations and batch processingare good candidates for intelligent automation, which can reduce reliance on IT operations staff.


  • Customer service functionsfor inquiries or technical supportcan be automated with virtual assistants (bots) to encourage customer self-help.


  • Business processescan be further enhanced with machine learning algorithms to predict employee/customer churn, track equipment conditions, and resolve tickets faster by intelligently routing to the right agent.


Simply stated, AI enables machines to reason and perform tasks in ways that humans do. By combining smart algorithms with automation software, new age machines can find answers to business challenges with heretofore unrealized speed and precision that augment and extend human capabilities.

Learn more in the white paper Recoding the Customer Experience.

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