Abstract:
In today's climate, consumers have the power to rule and control the market. In light, of this most firms decided to opt for customer experience as a way to satisfy and retain their clients. Delivering customer experience became a major goal for each firm in the world. However, providing a good customer experience is not enough. Customers today expect and demand a more personalized experience throughout their preferred channels. To achieve this many companies decided to incorporate AI and big data in their customer experience management strategies.
This article will look at the ways brands can create such an experience, along with the challenges that they often face while applying data and AI in their strategies.