Definition
While there are many applications of artificial intelligence (AI) and machine learning that can be used throughout the customer and employee experiences, our primary usages of these tools within the Center of Experience revolve around three things:
- Orchestration
- Next Best Action
- Analysis & Measurement
Related
- Center of Experience
- Brand Experience (Component of the Center of Experience)
- Internal and External Audiences (Component of the Center of Experience)
- Delivery (Component of the Center of Experience)
- Brand (Component of the Center of Experience)
- Governance (Component of the Center of Experience)
- Data (Component of the Center of Experience)
- Environment (Component of the Center of Experience)
- Measurement (Component of the Center of Experience)
- Platform (Component of the Center of Experience)
- Customer-Centric Culture (Component of the Center of Experience)
- Customer Experience
- Employee Experience
- Agile, Customer-Centric Culture
Products
Resources
- Book: The Center of Experience (2020)
Book: Meaningful Measurement of the Customer Experience (2022)