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Devising an engagement plan offering To stay on top, service providers need to
customers with products and services keep consumers engaged with
tailored to individual persona (like a consistent, contextualized and
music lover or sports enthusiast) can personalized experiences across these
lead to more favorable responses and channels and touch points. Here again,
thus more profitable relationships. Also, AI and analytics are key enablers.
it moves customers towards becoming Opting for Artificial Intelligence is
loyal brand advocates, especially in the beneficial for both enterprises and
online world. customers. Delivering services in a
To ensure the best experience even when contextually relevant and personalized
shopping online, AI-enabled virtual way will enable enterprises to attract
agents that can have personalized, new customers, keep existing ones and
natural, human-like conversations with maximize market share amid intense
customers are extremely helpful. competition
4. Deliver uniform experience
consistently
Based on a recent study by Marketing Artificial Intelligence and
Week, customers use an average of advanced analytics can help
almost six touch points, such as social enterprises gain deeper
media, websites, chatbots, self-care insights into customer’s
apps, customer care centers and kiosks. historic behavior and real-time
Omni-channel engagement can even intent, which in turn can help
have cross-channel interactions like them to improve customer
customers initiating a conversation on engagement.
one channel and completing it later on
another.
12 INSIGHTZ - VOLUME 03, 2018
