Kamlesh Keswani’s Post

Framework for Successful AI Pilots for Enhanced CX Are you ready to explore how AI can elevate your customer experience (CX)? Pilot projects are an excellent way to test the waters and craft a strategic roadmap. Here's a framework for effective pilot evaluation and scoping: Pinpoint High-Impact Opportunities: Don't just choose any use case. Analyze your CX journey to determine precisely where AI could deliver the most significant value and improvements. Prioritize Feasibility: Start with pilots that are manageable in scope and have a reasonable chance of success based on your existing data and infrastructure. Define Clear Success Criteria: What does a successful pilot look like? Establish unambiguous KPIs such as: - Improvement in CX metrics (NPS, CES, etc.) - Cost savings or employee efficiency gains - Increased customer engagement Tightly Scoped Projects: Begin with focused use cases within specific stages of the customer journey. This allows for thorough measurement and iteration. Embrace Adaptability: AI pilots are rarely perfect on the first attempt. Be prepared to adjust your scope or parameters based on data and customer feedback. Are you currently evaluating AI pilot projects to transform your CX? Reach out to Exaqode for a free consultation. #ai #cx #customerexperience #pilotproject #artificialintelligence

📢 Exciting News! 📢 I'm thrilled to share that my article has been published in a report by the CX Network! 🚀 The piece, titled "Driven by New Tools and Technologies," delves into the rapid advancements in customer experience (CX) over the past 20 years. In today's world, the majority of customers expect digital-first experiences as a standard, but the digital customer experience (DX) is far from being created in isolation. When supercharged by artificial intelligence (AI) and data, there's a multi-directional relationship that can be leveraged to create a virtuous cycle of continual improvements. Leading organizations are now training AI models on customer interaction data, resulting in better data for models to learn from and ultimately leading to even better customer experiences. 🔄 Establishing this cycle is not without its challenges. It requires a seamless orchestration between customer interaction data, knowledge management, and AI, calling on practitioners to have a comprehensive view of the organization and its strategic objectives. In this report, I explore the links between digital experiences, customer interaction data, knowledge management, and AI. I examine how to utilize these connections to build richer experiences for customers while taking AI beyond simple chatbots. 🔍 Dive into the report to understand how you can harness these technologies to drive a continuous cycle of improvement and elevate your CX strategy! PS: Article link in the comments section #CustomerExperience #CX #DigitalTransformation #AI #Data #Innovation #CustomerInteraction #KnowledgeManagement #VirtuousCycle #FutureOfCX Melanie Mingas

🚀 Investing in AI & Automation: The Future of CX is Here! 🤖 In today’s hyper-competitive landscape, delivering exceptional customer experiences (CX) isn't just a goal—it's a necessity. With rapidly evolving customer expectations, businesses must leverage the power of AI and automation to stay ahead of the curve. Here’s why CX investments in AI and automation are crucial: Personalization at Scale: AI enables hyper-personalized interactions, making every customer feel unique. Automation ensures these personalized experiences are delivered consistently, no matter the scale. Efficient Problem Resolution: Speed is of the essence. Automated systems powered by AI can quickly diagnose and resolve issues, enhancing customer satisfaction and reducing churn. Data-Driven Insights: AI-driven analytics provide deep insights into customer behavior, helping businesses anticipate needs and tailor offerings in real-time. 24/7 Support: Automated solutions like chatbots ensure that customer support is always available, enhancing convenience and boosting customer loyalty. Cost Efficiency: By automating routine tasks, businesses can allocate resources to more strategic initiatives, driving innovation and growth. As a UX research expert, I’m excited to see how these investments transform customer experiences. The future of CX is intelligent, responsive, and incredibly engaging—powered by AI and automation. 🔗 How is your business leveraging AI and automation to enhance CX? Let's connect and share insights! #CustomerExperience #AI #Automation #CXInnovation #UXResearch #DigitalTransformation

🚀 Investing in AI & Automation: The Future of CX is Here! 🤖 In today’s hyper-competitive landscape, delivering exceptional customer experiences (CX) isn't just a goal—it's a necessity. With rapidly evolving customer expectations, businesses must leverage the power of AI and automation to stay ahead of the curve. Here’s why CX investments in AI and automation are crucial: Personalization at Scale: AI enables hyper-personalized interactions, making every customer feel unique. Automation ensures these personalized experiences are delivered consistently, no matter the scale. Efficient Problem Resolution: Speed is of the essence. Automated systems powered by AI can quickly diagnose and resolve issues, enhancing customer satisfaction and reducing churn. Data-Driven Insights: AI-driven analytics provide deep insights into customer behavior, helping businesses anticipate needs and tailor offerings in real-time. 24/7 Support: Automated solutions like chatbots ensure that customer support is always available, enhancing convenience and boosting customer loyalty. Cost Efficiency: By automating routine tasks, businesses can allocate resources to more strategic initiatives, driving innovation and growth. As a UX research expert, I’m excited to see how these investments transform customer experiences. The future of CX is intelligent, responsive, and incredibly engaging—powered by AI and automation. 🔗 How is your business leveraging AI and automation to enhance CX? Let's connect and share insights! #CustomerExperience #AI #Automation #CXInnovation #UXResearch #DigitalTransformation

In my recent post, I discussed how AI is becoming increasingly integrated into our personal and professional lives. Continuing our discussion and its impact on Customer Experience (CX), I explored several case studies that demonstrate how businesses of all sizes have embraced intelligent automation solutions. Here are some of the key takeaways that stood out to me: 1. Enhanced Efficiency: By automating repetitive tasks and streamlining processes, businesses have reported significant improvements in operational efficiency. This allows teams to focus on more strategic initiatives and deliver exceptional customer service. 2. Personalized Experiences: Through AI-driven analytics and predictive modeling, companies can anticipate customer needs, preferences, and behaviors, tailoring interactions to match individual expectations. 3. 24/7 Support: AI-powered chatbots and virtual assistants provide round-the-clock support, ensuring that customers receive timely assistance regardless of the time of day. This accessibility boosts customer satisfaction and contributes to increased loyalty and retention rates. 4. Data-Driven Insights: Leveraging AI for data analysis provides invaluable insights into customer trends, sentiment, and feedback. It's clear that AI has the potential to transform customer experience, providing businesses with the tools to better understand and serve their customers. Have you seen AI in action in your own business? Share your experiences in the comments below. #AI #CustomerExperience #CX #DataAnalytics

Discover how companies use Data and Analytics (D&A) and AI to drive Customer Experience (CX) transformation at the free webinar, Unleashing the Power of Data and AI in Customer Experience Management (CXM), on 18th June 2024. Register your place: https://lnkd.in/ek4wBahK At attending the webinar, you will: 💡 Understand the role of D&A in reshaping CX operations 💡 Uncover the latest trends in CX D&A and AI technology adoption 💡 Find out how to achieve business goals with CX D&A 💡 Discover effective models for implementing CX D&A and AI services 💡 Learn how to overcome common challenges to maximize CX D&A benefits Hear first-hand insights from: - Aishwarya B., Practice Director, Everest Group - Shirley Hung, Partner, Everest Group - Shashank Verma, Head of CX Transformation, EXL Give your brand a competitive edge and enhance customer retention by registering your free place: https://lnkd.in/eHxPjGpV #CX #CXM #AI #webinar #digitalage #customerexperience #technology #automation

Enterprises aiming to deliver truly improved customer experiences, need to transform themselves from adopting automation technologies, to adopting autonomous processes and customer journeys. Some of the critical factors leading to success, have been identified as empathic designing of customer journeys and strategic planning that adopts the right mix of automation technologies and human touch to deliver truly memorable interaction experiences to your customers, consistently. CX is not about statistics, its about delivering desirable experiences across each and every interaction, there is no question of percentages. Every interaction has to be at par. Bringing in this level of consistency and diligence is only possible when your enterprise becomes autonomous. Mail us at [email protected] to learn how enterprises across domains, are adopting #ai, #automation and #employeeengagement to achieve their CX goals. #digitaltransformation #cx Sumit Dhar, Ashish Bhat

Not every AI-led customer experience is a positive one. Unfortunately, expectations around AI’s potential can quickly outpace its current capabilities, leading businesses to forge ahead without realistic strategies in mind. Without the proper precautions and background, this will lead to incorrectly-implemented features that quickly cause frustration for customers and teams alike. Experts like those featured here are right: embracing AI is essential, but not without the right tools. Successful leaders know that while innovation takes risks, it should also be backed by strong values, clear goals, and passionate teams. When it comes to crafting customer experiences that count, it’s important to keep humans front and center, from considerations around use cases to maintaining the “human touch” in AI-powered operations: #AI #artificialintelligence #customerservice #customerexperience #CX #tech #innovation

Discover how companies use Data and Analytics (D&A) and AI to drive Customer Experience (CX) transformation at the free webinar, Unleashing the Power of Data and AI in Customer Experience Management (CXM), on 18th June 2024. Register your place: https://lnkd.in/ek4wBahK By attending the webinar, you will: 💡 Understand the role of D&A in reshaping CX operations 💡 Uncover the latest trends in CX D&A and AI technology adoption 💡 Find out how to achieve business goals with CX D&A 💡 Discover effective models for implementing CX D&A and AI services 💡 Learn how to overcome common challenges to maximize CX D&A benefits Hear first-hand insights from: - Aishwarya B., Practice Director, Everest Group - Shirley Hung, Partner, Everest Group - Shashank Verma, Head of CX Transformation, EXL Give your brand a competitive edge and enhance customer retention by registering your free place: https://lnkd.in/eHxPjGpV #CX #CXM #AI #webinar #digitalage #customerexperience #technology #automation