Customers who are emotionally connected with an organisation spend 200% more than even those who are “highly satisfied” [HBR, 2023]. Delivering personalised experiences is now table stakes, and if brands want to excel in 2024 they need to understand, connect, and interact with their customers on an emotional level.
Yet, many organisations are unaware of the art of the possible when it comes to AI, perceiving it as solely a cost-saving tool rather than recognising its transformative ability to improve customer relationships, decision-making processes, and overall business performance. With 90% of CX leaders expecting to utilise AI solutions within the next two years [McKinsey, 2023], the first-hand has already been dealt, and the organisations who successfully grasp this opportunity will be the ones who walk away winners.
In a landscape where the game is shifting towards emotional connectivity, how can you leverage AI’s full spectrum of capabilities, and pioneer a new wave of customer interaction that is emotionally resonant and hyper-personalised?
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