AI is exploding and its impact seems almost limitless in virtually every industry. IDC has estimated that investment in AI will exceed $150 Billion in 2023, on the way to exceeding $300 Billion in just 3 years.

As customer research experts, Gold Research understands the customer journey by “stapling ourselves to the customer” from Awareness-to-Advocacy, and AI has the potential to permeate every stage of the journey. Take a look at some examples below at every stage of the customer’s journey.

Awareness: Generative AI has the ability to produce customized and time-sensitive content on-demand for customer online searches for your products, services or applications as well as outbound messaging from marketing or sales. Examples include:

• Conversational search – Improve customer engagement by quickly and easily finding accurate information and summarized content through a conversational interface.
• On-Demand Content generation – Engaging customer-facing content and messaging, such as blog posts, social media updates, or email newsletters can be created on-demand.
• Customized Sales content – Personalized emails, messages based on a prospect’s profile and behavior can improve response rates and lead generation. Auto-generated sales scripts or talking points based on the prospect’s segment, industry and the product or service can improve conversion while reducing sales staff effort.

Consideration & Selection: For engaged prospects and customers, AI has the ability to personalize the engagement steps from product/service inquiry to recommendations in ways well beyond static content delivery. Improving personalization has the ability to dramatically impact selection and conversion. Examples include:

• Product descriptions – Generative AI automatically generates unique, high-quality product descriptions and listings based on customer search/buying history and preferences.
• Personalized recommendations – Customer data is used to create customized promotions and personalized product recommendations for unique prospects and buyers.
• Retail Virtual try-ons – Generative AI synthesized realistic images of people wearing different clothing items, enabling immersive virtual try-on experiences.

Product Use, Support and Feedback: For new and existing customers, AI has huge potential to deliver customized, scalable experiences from first contact to issue resolution. Examples include:

• Chatbots and virtual assistants – Streamline customer self-service processes and reduce operational costs via automated responses for customer service queries through generative AI-powered chatbots, voice bots, and virtual assistants.
• Agent assisted conversational analytics – Enhance agent performance to improve first contact resolution, augment tasks such as knowledge search, call summarization, and problem-solving. Managers can extract valuable insights to improve customer experience, monitor agent performance, and boost business performance.
• Personalization – Deliver better personalized experiences and increase customer engagement with individually curated offerings and communications.
• Real-time alerting / streaming – Identifying situations that require sending alerts to customers
• Delivery updates through Supply chain traceability – using end-to-end traceability of component parts through multi-tier supply chains and identify anomalies or gaps in the supply chain data.
• AI-powered maintenance assistants – Generative conversational agents can be trained on product manuals, troubleshooting guides, and maintenance notes to deliver swift technical support to workers, reducing downtimes.

Insights & Analytics

• Customer 360 / customer analytics – understanding customer’s entire set of interactions from all parts of the company to inform a more complete understanding of the customer experience.
• Product 360 / product analytics – understanding customer’s entire set of interactions with products to inform a more complete understanding of how products are considered, selected and used.
• Traditional business intelligence – Proactively generating insights from existing data to inform managerial decisions, including data visualization.
• Real-time alerting / streaming – Identifying situations that require sending alerts to internal or external parties.

Leading companies are proactively determining where Generative AI can impact their customer journeys to expand their sales funnel, increase cross-selling and improve customer satisfaction, loyalty and retention. Where do your customers need this help?

Interested in learning more about how Customer Journey Mapping can help your business? Call us at 1-800-549-7170 or send an email to nitin@goldresearchinc.com

Gold Research is an award-winning Customer Journey Mapping and Research firm with extensive experiences in journey mapping, path-to-purchase research with a special focus in deploying “real-time” and behavioral/neuroscience research formats to gather in-the-moment customer insights.