Advanced customer experience refers to a company’s efforts to provide its customers with a high-quality, personalized, seamless experience throughout their buyer journey. This can involve using technology and data analysis to understand customers’ needs and preferences and to deliver tailored and relevant experiences that meet or exceed their expectations. 

One component of managing customer experience (CX) entails providing customers with multiple channels to interact with a company, such as online, over the phone, or in person, and ensuring that experiences are consistent across all channels. Overall, advanced customer experience is about going above and beyond to provide customers with a superior experience that sets a company apart from competitors.

From Digital Innovation to Advanced CX

Artificial intelligence (AI) is the key element and differentiator of advanced CX as companies evolve from “digital innovation” to giving their customers what they are demanding…and to increasing revenue.

AI boosts advanced customer experience by providing companies with the tools and technology to understand their customers better and deliver more personalized and relevant experiences. For example, AI can analyze customer data and behavior to identify patterns and trends and generate insights to help companies understand what their customers want and need. This data can help businesses deliver personalized CX that is more engaging and satisfying to customers.

AI can also automate or streamline various aspects of CX, such as customer service and support. For example, AI-powered chatbots can provide quick and efficient responses to common customer questions and inquiries, allowing companies to provide better and more timely customer support, helping to improve the overall customer experience while reducing the workload on customer service teams. 

Overall, AI can be a valuable tool for companies looking to improve their advanced customer experience strategies by providing them with the insights and capabilities they need to understand and better serve customers through CX.

Human Involvement in Advanced Customer Experience

Ultimately, the key to a successful advanced customer experience lies in finding the right balance between human interaction and technology and using both effectively and efficiently to meet customers’ needs and expectations. Technology can help automate routine tasks and provide quick and efficient responses to common customer inquiries to reserve human communication for more complex or personalized CX interactions where needed. 

By striking a balance, companies can provide their customers with high-quality, personalized, and seamless experiences throughout the entire customer journey.

In certain industries, technology assists the majority of customer experiences and journeys. For example, 95% of all customer interactions are typically handled through technology without needing a human in the banking industry. This leaves only 5% of special cases to be managed by a bank employee. With advanced institutions now able to handle up to 85% of those special cases with AI, the remaining staff can be specialized problem solvers helping only a small fraction of customers get the help they need. With good planning, this arrangement helps customers get help more quickly and thoroughly than ever before. And companies can maximize their budgets with fewer, more specialized staff members. 

Mapping the Customer Journey for Advanced Customer Experience

Customer Journey Mapping is an exercise to help visualize the customer’s path when purchasing a product, solution, or service and can help promote advanced customer experience. To achieve the perfect blend of humans and technology, companies must fully understand their customers — and business leaders recognize no two buyer journeys are the same. 

By enlisting in AI, you can identify and segment your customers based on their behavior and psychological profiles, gaining a stronger understanding of their needs or interests and influencing them to purchase. With this data, you can create targeted messaging that’s delivered at the exact right time via the channel they prefer to close the deal. Mapping the customer journey is just one pillar of advanced customer experience but a vital one to help humans and AI work together.

Companies of the future will communicate with their customers in a personalized way.

No two customers engage the same; different customers have different channels they utilize most. AI and analytics is key to helping organizations understand how their customers prefer to communicate. Greater customer data paired with conversational AI technologies such as IVR, chatbots, virtual agents, and IV assistants will create an advanced customer experience.

Avaldus designs tech-driven solutions to help your company grow brand awareness by keeping customers happy through advanced customer experiences that leverage AI and encourage ROI. Our CX solutions break down silos within the organization, simplify the process, and ultimately, save your business money.

To learn more about how Avaldus can help give your customers a personalized advanced customer experience, schedule a demo today.