What is Artificial Intelligence and how does it support a customer-centic approach?
Artificial Intelligence (AI) is the use of computer systems to perform tasks that typically require human intelligence, such as learning, problem-solving and pattern recognition.
Designing, executing and fine-tuning a Customer Experience approach is a practice that requires effort, alignment and attention to detail.
In Customer Experience, AI supports a customer-centric approach by helping organizations automate tasks, generate content, analyze feedback, identify trends and understand customer needs more effectively. This allows teams to make informed decisions and create experiences that are more aligned with customer expectations.
AI and the Journey Management Framework
Journey Management is a structured approach to designing, implementing and improving customer interactions with a brand across the entire customer journey, as experienced and understood by the customer. It helps organizations stay adaptable in times of change and ensures that customers remain at the center of business activities.
While this experience framework is highly effective, it often requires significant human effort, such as data entry, analysis, training, governance and execution of initiatives. For many organizations, limited time, resources, or budgets can make it difficult to maintain momentum, leading to Customer Experience programs that fail to deliver on expectations.
At the core of Journey Management is the CX Program, where strategy and data-driven insights guide decisions and actions. This is where Artificial Intelligence (AI) can play an important role. By automating and supporting tasks such as building personas, designing journeys, identifying pain points and uncovering insights, AI helps CX teams save time and focus on higher-value activities that drive both customer satisfaction and business results.
In the articles in this collection, we explore each aspect of the framework to understand how AI can support the CX team, focusing on how Cemantica's Alex AI assistant within the Journey Management platform will help you.
