The AI-powered future of customer experience


Delaney McDonald

September 15, 2023 | 3 min read

Last Updated: Sep 21, 2023

We’re entering a new era of digital experience. In an environment where brands constantly strive to outdo one another, the critical differentiator is no longer just the quality of the product or service; it’s the digital customer experience.

With advancements in artificial intelligence (AI), the future of customer experience (CX) is limitless and continually evolving. From unprecedented hyper-personalization to microtargeting and optimized customer journeys, we’re deep-diving into three ways AI transforms the CX landscape.

And if you’re looking for more inspiration on the latest and greatest in digital experience, register to join us at CX Circle New York on September 28. This annual global event hosted by Contentsquare has a packed agenda of industry experts and leading brands discussing CX strategies, emerging technologies, AI customer experience best practices and more. Register today.

1. Personalization beyond imagination

Imagine walking into a store where every product, every recommendation and every interaction feels tailor-made for you. AI in customer experience is making this level of personalization possible digitally. AI can create highly personalized experiences visitors crave by analyzing customer data and online visitor behavior.

For example, AI-powered recommendation engines can suggest products or content based on each user’s browsing history, purchase history and real-time interactions with site content. This not only increases the likelihood of conversions but also enhances customer satisfaction. Users feel seen and understood, fostering loyalty to the brand.

Moreover, AI can extend personalization to communication channels. Chatbots and virtual assistants can engage in natural, context-aware conversations with users, addressing their questions and concerns. This human-like interaction enhances the user experience and frees human resources for more complex and strategic tasks.

2. Precision microtargeting

One of the challenges many brands face is reaching the right audience with their marketing efforts. AI-powered microtargeting is a game-changer in this regard. Instead of deploying broad-brush marketing campaigns, brands can use AI in their customers’ experiences online to identify and engage with particular audience segments.

AI can help analyze vast data to identify patterns and preferences, helping businesses precisely target their audience. This means no more irrelevant ads or messages clogging up users’ screens and attention. Instead, users receive content that resonates with their interests and needs, increasing their likelihood of clicking through and converting.

This level of precision improves the customer experience and maximizes ROI for businesses. Ad spending is directed toward the most promising prospects, reducing costs and ensuring a higher conversion rate.

3. AI customer experience: building seamless customer journeys

The customer journey must be seamless at every stage—from initial awareness to conversion—to create a positive CX. With AI-powered tools like digital experience analytics (DXA), brands can provide real-time personalization and guidance throughout the journey, giving customers a seamless experience at every stage.

Imagine a user visiting your site for the first time. DXA can analyze in-page behavior to understand the user’s intent and goals so brands can provide more personalized and relevant content in real time. The more customized the experience is for a user, the more likely they are to convert or complete a purchase. This can also boost brand loyalty and retention.

AI alerts can also flag and identify glitches or errors causing negative experiences on your site or app. AI can even predict potential roadblocks or points of friction in the customer journey and proactively address them. This means fewer abandoned carts, frustrated customers, and more successful conversions.

Learn how industry experts and leading brands harness AI at CX Circle

The future of CX with AI in customer experience is promising. Brands that embrace AI-driven personalization, microtargeting and optimized customer journeys will stand out in a crowded market. They will delight their customers and drive growth and profitability in the digital age. As AI advances, the possibilities for enhancing the customer experience are endless, and those who harness this technology will undoubtedly lead the way.

Learn how to best implement these AI strategies at Contentsquare’s annual CX Circle on September 28.


CX Circle 2023

The new era of digital experience.

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