As 80% of customers are more likely to make a purchase when brands offer a personalised experience, personalised CX needs to become the norm for brands. With the continual evolution of technology, customers expect more from their online and offline shopping experience. When brands personalise their customer experience, they demonstrate that they want to meet their customer’s individual needs. To meet their needs, you need to understand their sentiment towards your brand as well as your competitors. Businesses can do this by analysing and tracking their online opinions from social media posts and online product reviews. Analysis of this data will help you make personalisation key as it will help you avoid customer frustrations and make their journey more enjoyable.
How do you personalise customer experience?
Personalisation through AI and NLP
AI and NLP can help personalise your CX by helping you understand and respond appropriately and quickly to your customer’s needs. It can also help brands create tailored products and services for an individual and can use customer data to improve revenue and retain customers. For instance, Macy’s used an AI-powered bot to offer real-time responses to customers, merchandise recommendations and personalised offers for a better customer experience. AI and NLP can also be used to gather and analyse customer sentiments from product reviews.
A sentiment analysis tool can automatically help you make sense of this type of customer data. Analysing product reviews will help you improve your competitive advantage in your industry as you will discover your customer pain points, trends and any gaps in the market. If you wanted to gather and analyse feedback regarding the wireless headphones market, sentiment analysis could identify the topics that are important to customers like battery life tracking and noise cancellation that gives the customer the serenity that they desired.
Tell us about your role at Playable?Hello my name’s Bob and I’m good with computers.
I work with Playable customers – marketers who want to improve their video marketing – and partners in the US.
I’m the tech founder, so I built the first version of the product and help better engineers delete my code.
I’m the CEO so I try to remove obstacles from the road before they block the rest of the team.
And we’re just entering week #5 of the lockdown in California so I help my kids with their remote schooling.2.
My previous company – Incoming Media – optimized video delivery over cellular networks, using lots of data, and machine learning.Now, Playable optimizes the video content itself, use lots of data, and AI.About 3 years ago I met the investors who’d been growing a portfolio of video-tech and email-tech patents.
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