This PSFK guide is an AI customer experience report on how brands and retailers leverage shopper data and create intelligence-supported shopping journeys.
Alongside the global digital commerce adoption, a shift in how consumers are discovering new products and services, connecting with brands and retailers and completing transactions has ushered in the need for more intelligent customer experiences. For businesses, the ability to integrate AI throughout the digital customer journey will be a differentiator going forward, as consumers come to expect an amplified level of personalized assistance across every channel, and within multiple interfaces (voice, chat, SMS, social.)
Within this AI customer experience report, PSFK has identified six strategies where leading brands and retailers are using AI to leverage shopper data. Specifically, we study how companies can learn in-the-moment preferences to suggest the right product at the best price, surface customer information and relevant details for sales agents in real time, and power individually-informed recommendations through voice, chat and text-based on-demand support. As the role of AI evolves from offering back-end solutions to providing consumer-facing value, the ability for retailers to deliver the optimized digital shopping experience consumers now expect will depend on their application of intelligence-supported shopping journeys.
This AI customer experience report includes:
This AI customer experience report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.
French multinational corporation and luxury goods conglomerate LVMH is partnering with Google’s Google Cloud platform to empower the company’s individual luxury brands to create new, personalized customer experiences with the help of innovative cloud-based artificial intelligence solutions.Brightloom Drives Sales For Brands With Predictive Platform
San Francisco-based company Brightloom’s SaaS Customer Growth Platform works behind the scenes to turn a brand’s online customer transaction history into a predictive tool to drive personalized recommendations and promotions.