An astounding $51 billion of global online sales were influenced by artificial intelligence (AI) during Cyber Week 2023, for targeted offers, product recommendations, and generative AI-powered chat services. It remains to be seen whether generative AI has yet had an impact on the overall customer experience.
For all the talk over many years about the importance of customer experience and customer relationships, customers are still unhappy with the service companies provide. But generative AI promises to change everything about how brands interact with customers. Improvement can’t come soon enough.
The case for change 74% of customers in a survey experienced a service or product problem in the past year, with 63% feeling rage about the negative experience. The number of people seeking revenge for the bad experience has tripled in less than three years. 32% of these annoyed customers named and shamed the offending brands on social
Leave a Reply