Ways in which marketing leaders are using or plan to use artificial intelligence (AI) to improve the customer experience (CX):
- Predict customer behavior and needs
- Uncover frequent customer journeys
- Improve omnichannel messaging
- Personalization, even hyper-personalization
- Customize content
- Seamless CX through customer journey stages
- Dynamic customer segmentation and targeting
- Recommend products and services
- Identify root cause of CX problems
- Enabling self-service
- Identity and head off churn
- Create content
- Real-time decisioning
- Improve MQLs (e.g. chatbots)
