AI is rapidly transforming customer experiences here’s 8×8’s vision for the future of CX

For instance, improving customer lifetime value can become a shared KPI across departments such as fraud, marketing, sales and customer support, encouraging a unified approach to customer-centric strategies. First in the line of these changes is giving personalized shopping experiences and dynamic pricing strategies. Entrepreneur Jose Daniel Duarte Camacho shares how AI makes e-commerce more interactive and lucrative with the delivery of personalized user experiences and real-time pricing models. “As a reference point, Bank of New York shared in their 2024 annual results that they experienced half a billion in value creation due to AI.”

AI transforms customer journeys with personalised experiences

A few examples of these business outcomes include pulling contextually rich responses, reducing query resolution times and handling large volumes of interactions. As an executive, you don’t need to be an AI expert to harness its power, so no need for that Python-based AI class. Today, a range of out-of-the-box AI solutions exist to address specific business requirements, such as retention, demand or fraud. “We worked with Google to create, not large language models, but ‘small language models’ which basically are at your personal level,” Sampath said, speaking to the customization of service offered through the app.

Going beyond an NPS or CSAT score, you can tie metrics to things that are actually happening in your business and how your customers react to their experiences. These capabilities are particularly crucial for businesses looking to align their CX strategies with real customer needs and prove the ROI of their CX investments. Organizations can make NPS and CSAT actionable by incorporating open-text insights. By correlating changes with operational data, they can measure the actual impacts on business performance. This approach provides a clearer understanding of how customer feedback influences overall success. But the scale of customer interactions can make unstructured feedback analysis challenging.

• Move your infrastructure, applications and data to cloud platforms that offer scalability, flexibility and cost-efficiency when deploying personalization products.
• Finally, incorporating AI allows you to scale your feedback channels (relational, transactional and others) without getting overwhelmed.
• From timely appointment reminders to tailored health content, every touchpoint can feel purposeful and meaningful.
• Today, gaining value from AI and GenAI doesn’t require massive amounts of time, data, computational resources or deep expertise.

, the IoT, and AI Are Driving Telecom CRM, and Revolutionizing the Industry

The convergence of AGI, agentic AI and wireless networks ushers in a new era of connectivity and intelligence. With enhanced network management, security and performance, such systems are capable of revolutionizing wireless communication and enabling a range of applications in different industries. As AI allows businesses to gather and analyse vast amounts of data, brands are better positioned to anticipate customer preferences and provide more relevant recommendations. While AI can enhance personalization, maintaining human oversight for complex customer interactions or support queries is important for achieving a balanced and effective approach.

Additionally, IoT data allows telecom providers to develop highly personalized marketing strategies. For example, analyzing how customers use smart devices could lead to recommendations for new service plans or value-added services based on actual usage patterns. This kind of data-driven personalization is at the core of modern CRM, helping providers build lasting loyalty in an increasingly competitive market.

• Quicker results and tangible returns on investment get you the must-have board-level support and continued investment.
• It employs learning in one context and generalizes it to others, showing adaptability.
• A strategic approach to targeted education campaigns can result in better preventive care, stronger health literacy and more engaged patients.
• This reduces the mean time to resolution (MTTR) for issues, which is crucial in maintaining trust in a brand.

Reimagine Customer Experience, Risk And Regulation In Financial Services With AI

Finally, incorporating AI allows you to scale your feedback channels (relational, transactional and others) without getting overwhelmed. This means CX professionals can both maintain or improve customer satisfaction scores. They can also gain a more holistic view of CX and align their work to tangible business metrics. Businesses that excel in CX can reap the benefits of long-term customer loyalty and retention.

Verizon expects these improvements to allow greater flexibility and customization in the customer experience, while taking advantage of opportunities available through emerging technology to address customer pain points. ● Sailthru – Using AI to understand customer preferences and behavior, and personalize email and on-site experiences. However, the more human-like and nuanced AI agents become, the more reliant customers will become on AI agents. Even still, financial institutions need to remain human-centric, especially for emotionally fraught transactions such as buying a first home or investing for retirement. The confluence of AGI, agentic AI and wireless networks is full of great potential, but it also holds some challenges that must be addressed. Advancements in AGI and agentic AI are leading to significant enhancements in wireless network applications, particularly within the telecommunications, healthcare and smart city sectors.

And our newest community, VKTR, is home for AI practitioners and forward thinking leaders focused on the business of enterprise AI. The network of physical Verizon stores also plays a part, because “we want to be in your community,” Sampath said. He noted that Verizon is recommitting to the retail experience, having added around 400 new stores in the last couple years and plans to keep expanding the company’s brick-and-mortar footprint. In such a case, Verizon uses AI to identify the problem, automatically open a case and get back to the customer with a plan to resolve it. Sampath explained that Verizon essentially creates a small language model for each case, and compared that to the large language models (LLMs) that have more visibility in the industry right now.

The rise of AI capabilities (particularly in open-text analysis) has opened new avenues for understanding customer needs and sentiments in ways that were previously unimaginable. AI is no longer just a tool for automation – it is a key driver of business growth, enabling companies to create customer experiences that are as intelligent as they are personalised. Payment providers and banks also have an opportunity to hyper-personalize protection offerings.