Artificial Intelligence Archives

CMSWire: The AI Adoption Mindset: Augmentation and Collaboration

Greg Kihlström on March 4, 2023

This article was written by Greg Kihlström for CMSWire. Read the original article here.

Working in the marketing technology space for over a couple decades now, I’ve heard a lot of buzzwords over the years. Some of them were warranted, some not so much. Some of them too far ahead of their time, and some of them hitting at just the perfect time.

I won’t even pretend to think that, as you’re reading this, you haven’t heard anything about ChatGPT, and at least some of the buzz around artificial intelligence (AI) based tools these days. It would be easy to dismiss it as just the latest in a series of buzzy things that will run their course. While there is plenty of hyperbole, in this case, however, I urge you to pay closer attention.

With AI tools, it would be best to focus less on a specific application. Much as many might be saying, ChatGPT is neither the end nor the beginning of anything. But it is a really promising and useful tool. So are many other AI-based applications that are changing the way companies think about they work and serve their customers.

This article was written by Greg Kihlström for CMSWire. Read the full article here.

The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation

Know Your Buyer: Crafting a Robust, Personalized, Omnichannel Customer Experience

Greg Kihlström on February 19, 2023

This article was originally written by Greg Kihlström for SmallBizClub. Read the original article here.

A fantastic customer experience is the key to a customer-first, employee-driven business transformation. When you call to check on a refund and the customer service representative immediately recognizes you and the purpose of your call, can tell you when the refund is going to hit your bank account, and can solve any sizing or selection issues that may have led you to seek a return, demands a new way of thinking about customer service. Rather than seeking to close tickets as quickly as possible, brands must focus on delivering the best possible experience across the board.

As customer expectations continue to evolve and shift, businesses must stay ahead of the curve in order to remain competitive. A robust, personalized omnichannel customer experience is essential for any organization that wants to retain their existing customers and attract new ones. But creating such an experience can be tricky; it requires a deep understanding of customers’ needs and preferences, as well as the ability to think modularly and flexibly while building for the future. Let’s take a closer look at some of the challenges enterprises face when attempting to create this kind of customer experience.

This article was originally written by Greg Kihlström for SmallBizClub. Read the original article here.

The Agile Brand Blog – Greg Kihlström Customer Experience & Digital Transformation