November 5, 2018

The shift from Mobile First to AI first: everything you need to know

Let's talk about the Third Phase of the global digital transformation, and what it means for understanding and dealing with your customers, and managing the customer experience. This Third Phase is all about the shift from companies being Mobile First into being AI (artificial intelligence) First. The technologies we will all be interacting with with change substantially, and for the better. But the major, and most important changes will not even be in the technologies themselves, but rather, in the changing customer expectations that will come along with this broader shift. 

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In the new AI-driven world, the experience for most customers is going to improve dramatically, and will be characterized by three major trends, as AI begins to anticipate and shape itself to individual customer needs. The first of these is Faster-than-real-time customer service. Artificial intelligence is going to have enough contextual awareness to start to know what a customer needs before he or she knows it. The second, is the hyper-personalization of every service a customer interacts with. Rather than the customer experience being dominated by cookie-cutter services designed for the median customer, everything is going to be created for the individual. And finally, as artificial intelligence learns more about what each customer uses the service for, the user interfaces are going to be more convenient than anything the world has seen. This all to optimize each customer experience.

All of this is going to create a new kind of customer that you haven’t had to deal with before. More aware, more discerning, more powerful. And you need to start - today - looking at where you’re putting your company resources. Are you trying to serve the customer of today… or the customer of The Day after Tomorrow?

Check out this video to learn more.