Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for customers and associates alike – continue to go largely unrealized. In the experience economy, where consumers are drawn to brands as much for the experiences they offer as their products and services, AI has the potential to transform customer experience (CX), remove friction from customer journeys,...
Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. The companies that understand customer intent—the purpose or reason behind a customer’s behavior—are better positioned to give customers want they want and outperform competitors. Insights into what customers want and need are more important than ever as the economy and...
There’s a fundamental shift happening when it comes to customer experience, both in expectations and capabilities, but too many brands aren’t prepared to meet the moment.
The automotive industry has been on a roller coaster ride of profit and loss in recent years. At the start of the COVID-19 pandemic, automotive sales tumbled in 2020 before surging demand and a global chip shortage sent prices skyrocketing in 2021. The ongoing chip shortage as well as major supply chain disruptions, however, have led to delays and inventory shortages that continue to upend new and used car markets.

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