AI has also changed how companies get customer insights. Using the vast amount of data that is available on customers today, AI can find trends and predict what customers will want in the future. One of the best examples of this came from Spotify, which used data from its more than 100 million customers to create an eye-catching ad campaign. Spotify used AI to sort through the data and highlighted some of the most unique customer trends on billboards around the world, including “Dear person who played ‘Sorry’ 42 times on Valentine’s Day, what did you do?” and “Dear 3,749 people who streamed ‘It’s the End of the World as We Know It’ the day of the Brexit vote, hang in there.” The campaign humanized customer data. Many other companies use AI to gain customer insights to improve future experiences.
AI is a powerhouse when it comes to customer experience. This technology not only allows companies to create faster, more personalized experiences, but to gain insights and advantages to lead customer experience in the future.
Blake Morgan is a customer experience futurist, keynote speaker and author of “More Is More.” Sign up for her weekly newsletter here.
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