Why is it that in some companies employees are willing to go above and beyond to deliver superior customer experiences, and in other companies employees couldn't be more apathetic? It’s because when organizations invest in employee experiences it unlocks their discretionary effort to create great experiences for their, and your, customers.
Even though artificial intelligence has been around for 60 years, it is only now that we can use AI to create personalized customer experiences, better self-service and key customer insights. For decades we’ve provided customers with experiences that were very non-human. All too often we don’t know who our customers are, what’s going on in their lives or what they need. Across the board, customer experiences are still made for the masses and not the individual. However, advances in AI have made it possible for brands to treat customers less like machines and more like people.