Mark Zides, a seasoned businessperson with expertise in customer experience (CX) knowhow, is certain that AI is not merely a technological advance but a business imperative for businesses that want to thrive in today’s market. He is certain in his beliefs that AI has the power to redefine customer interactions, enable personalized customer experience, and drive customer-fueled growth.
Zides argues that AI can free companies from generic advertising and customer experience strategies to create a highly customized experience that is appealing to a customer on a more intimate level. This is done through AI analyzing customer data, deriving patterns and preferences, and coordinating interactions and offerings to certain demands and expectations.
One of the most significant applications of AI in CX that Zides refers to is AI-powered chatbots and digital assistants. They can provide customers with instant and personalized service, answering questions, troubleshooting issues, and guiding them through their customer experience with a business. By automating routine tasks and being present 24/7, AI-powered assistants can optimize customer satisfaction and efficiency to a great extent.
Zides also points to AI’s ability to personalize products. AI programs can discover patterns and tastes from customer data and allow companies to send the most appropriate products and services to a customer. This personalized process not only constructs customer experience but is more likely to win and retain customers.
While Zides is a large proponent of AI in CX, he is equally cautious about AI’s potential ethics and issues. He is a proponent of transparency and explainability in AI-fueled CX programs so that customers know how their data is being used and how AI is influencing their experience. He is adamant about steps to eradicate bias in AI algorithms and apply AI in a balanced, fair, and respectful way to customer privacy.