This article was based on the interview with Greg Kihlström by Mark Slatin for The Delighted Customers Podcast with Mark Slatin. Listen to the original episode here:
Personalization through artificial intelligence (AI) is key in today’s business landscape. The interview with Greg Kihlström highlights the importance of customer experience and the impact it has on brand performance. It emphasizes the need for organizations to focus on customer experience in the moment, rather than after the fact, to drive loyalty and better business outcomes.
The discussion also touches on the concept of journey orchestration, where the customer guides the experience and journey, rather than being dictated to. This approach requires the right tools, mindset, and processes to effectively personalize the customer experience.
One of the guests mentioned in the podcast, Joe Pine, discusses the move towards unique personalization and the shift from mass markets to individual customers. This idea of one-to-one relationships with customers is challenging for both small and large organizations, but the emergence of AI offers a solution to this challenge.
AI technology, specifically generative AI, allows businesses to generate personalized experiences and content for every individual customer without the need for additional human resources. This capability opens up new possibilities for delivering personalized experiences at scale, which was previously difficult to achieve manually.
Personalization through AI is key in today’s business environment. By leveraging AI technology, businesses can create unique and tailored experiences for their customers, leading to increased loyalty, better business outcomes, and a competitive edge in the market. As technology continues to advance, businesses that embrace AI for personalization will be well-positioned to meet the demands of modern customers and drive success in the digital age.
