The CX journey...
The customer experience starts from journey evaluation, then on to pre-purchase, purchase, and post-purchase. The next stage is the long-term relationship with the product and experience, till the customer moves on to the newer version or a new type of product or experience. In each touch point in that journey, there's an experience and a point of contact, and this defines CX. Looking at it in a simpler way: In whatever you do to make business more profitable and more efficient, the customer must be at the centre of everything.
Is Al a disruptor in the CX domain?
I personally feel that Al is more of an enabler than a disruptor. Technology advancement has been taking place for ages. Look at the experience of a customer going back to thousands of years in the Mesopotamian times when there was a barter system. They used to exchange things like wheat keeping in mind who is the best and most comfortable customer for them.
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Esta historia es de la edición May 2023 de DataQuest.
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