AI-Powered Customer Experience Management

Digital Experience Management: 5 Ways Businesses Can Leverage AI5 min read

February 22, 2022 3 min read

Customer Marketing Associate, Blox.ai

Digital Experience Management: 5 Ways Businesses Can Leverage AI5 min read

Reading Time: 3 minutes

According to a recent study, experience-driven businesses see over 1.5x higher YoY growth than other companies — in customer retention, repeat purchase rates, and customer lifetime value. In fact, 74% of consumers feel frustrated when content is not personalized to their preferences. In the coming years, 80% of customer interactions expected to take place via digital mediums. Clearly, the value that a well-crafted digital experience management strategy can drive is too significant to be ignored. How can businesses deliver engaging, relevant, and personalized experiences at scale?

With AI. 

With AI, businesses can take a more organizational and holistic approach to a customer experience strategy. This leads to increased customer satisfaction and loyalty. 

Here are 5 ways organizations can leverage AI to enhance the customer experience:

1. Improve content discovery with enriched catalogs

How AI Can Enhance Customer Experience

30%

increase in unique product views as a result of enriched meta tags 

In order to drive an effective personalization strategy, businesses should first focus on creating a strong foundation with clean and rich data. With AI, teams can build high-quality, attribute-level metadata and structure their datasets to create clean catalogs. This enables the AI models to surface the most accurate results based on search queries and user events. As a result, businesses can improve content discovery on their platform and enhance the text search experience so that every user can find exactly what they are looking for.

2. Craft personalized experiences with 1:1 user profiles

How Customer Experience Can Enhance by AI

Most personalization efforts fail since businesses segment their audience into cohorts that do not take into account a user’s individual preferences. With Blox.ai’s Digital Experience Management Suite, businesses can build in-depth 1:1 user profiles that take into account rich transactional, behavioral, and demographic signals to create a 360° view of their customers. Teams can understand individual user preferences at a granular level, identify affinities and understand long-term usage behavior to curate compelling experiences that are most relevant to their users.

26.3%

increase in user engagement with 1:1 personalization

3. Improve conversions by capturing session-specific intent 

80% 

uplift in conversion rate with dynamic personalization

A critical component of delivering user delight experiences lies in being receptive to your audiences’ needs in every session. For instance, a user might be looking to buy a summer dress for an upcoming event during a particular session and might be browsing the latest collection to find a gift for a friend during the next. Personalizing their second session based on what they had looked for earlier will yield a poor experience. With AI, businesses can capture real-time intent from session-specific behavioral and transactional signals and curate hyper-relevant sessions that are sure to convert.  

4) Increase engagement with personalized content 

AI Can Enhance Customer Experience

With Blox.ai, businesses can differentiate themselves from competitors by curating customer experiences that are targeted, precise, and personalized. Teams can meaningfully engage with their audience by displaying content that their audience is most likely to respond to, at scale. The Blox.ai platform marries individual user profiles with enriched data about the content so that every user is taken through a journey that is designed just for them. Thus, increasing willingness to move down the conversion funnel, overall customer satisfaction, and brand loyalty. 

72%

improvement in CTR through personalized search pages

5) Re-engage users with personalized marketing experiences

5 Ways AI Can Enhance Customer Experience

58%

increase in click-to-open rate on mail with personalization

With Blox.ai’s Digital Experience Management Suite, businesses can go beyond the website to engage and nurture their audience. Teams can personalize messaging across channels such as email and push notifications to deliver highly contextualized communications to each individual user at the right place and time, and through the right channel. Thus, enabling them to re-engage with users who may have dropped off before carrying out an action, understand their intent further, and get them closer to what they were looking for.

With AI, businesses can cut through the noise and provide customers with exactly what they are looking for. This will enable them to foster deeper relationshipsdrive brand loyalty and keep them from seeking out competitors.