3 Ways AI Will Transform Marketing & the Customer Journey in 2023

In the early days of the digital age, responding to a customer’s comment on social media was enough—but those days are long gone. To remain competitive in today’s online landscape, businesses are changing their approach from offering customer service to being customer-centric.

This means the customer should be the focal point of the entire experience, with each touchpoint tailored to create lasting satisfaction. Positive experiences lead to loyal customers, but implementing a customer-centric approach across all touchpoints can be challenging for businesses that take a manual approach to their customer journey.

Over the past few years, artificial intelligence (AI) has advanced to the point where it now has the power to provide an enhanced and intelligently informed customer experience. Using machine learning (ML) and natural language processing (NLP), AI for customer service can solve issues without human intervention—but it can also do much more. Keep reading to discover how AI will transform the customer journey in 2023 and beyond.

1. Deliver a Personalized Customer Experience

For a truly customer-centric experience, brands need to design each touchpoint of their journey to effectively engage and convert their audience, and AI is making it more seamless than ever.

Targeted Offers

When you combine CRM, behavioral psychology, and AI, you can utilize user data to deliver personalized offers, messaging, content, and rewards that enhance the customer journey and cultivate brand affinity.

24/7 Convenience

Every marketer knows that convenience is the key to customer satisfaction. AI-powered customer service chatbots provide real-time assistance and proactive solutions that keep potential customers engaged and satisfied. 

AI Insights

AI can offer your organization behind-the-scenes support by equipping your service team with access to vital information. For example, if a customer wants to know about payment options and product information, AI can seamlessly pull up these resources so your service agent can focus their attention on the customer.

2. Save Valuable Time and Resources

Creating content that connects with your customer is a vital touchpoint of the customer journey—but producing high-quality content can become prohibitively time-consuming, especially if you’re a start-up or small business. Recent advances in AI-powered content generators empower you to create and rewrite content at lightning speed without needing to hire additional resources. Some of the leading AI content generators in the market today offer features such as blog title suggestions, SEO keyword planning, topic research, image sourcing, and content creation.

3. Enhance Cross-Channel Communication

Before the internet, customers had limited ways to contact a brand. But today, there are countless engagement channels to keep track of which can stand in the way of seamless cross-channel communication within teams. An AI-powered system can keep track of each communication touchpoint in your customer journey (e.g. calls, emails, chat) to provide analytics on each interaction, helping you build a seamless, unified journey that keeps your team on the same page while bolstering customer satisfaction.

Are you ready to harness the latest technology to enhance your customer journey? Get expert guidance from those at the forefront of innovation. Opentracker’s robust platform empowers you to automate the customer journey while providing in-depth analytics that let you continuously refine your customer experience to stay ahead of the latest digital trends.