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How retailers can elevate customer experiences with AI integration
Digital continues to be the primary avenue for consumers looking to purchase goods . With retailers just a click away , expectations are higher than ever , and consumers expect fast , first contact resolutions when they reach out . AI has proven to be a gamechanger in delivering the experiences customers want . But this hasn ’ t been without risk – with the growth in AI , bad actors too are using the technology which threatens to derail the customer experience and damage trust . So , how can retailers navigate this landscape of high expectations and risk ? Brett Weigl , SVP , Product Management , AI at Genesys , explains .
In a rapidly growing e-commerce landscape , UK online spending reached £ 8.5 billion in March 2024 , a 3.7 % increase since last year . Moreover , global e-commerce expenditure could exceed US $ 7 trillion by 2025 . Amid this surge , major retailers are striving to strengthen consumer trust and elevate the customer journey .
Connecting with your favourite brand is only a click away as online shopping has greatly streamlined access to the retail industry . With this new accessibility , consumers also expect swift and efficient resolutions during customer service interactions . Unfortunately , many retailers still struggle to meet this demand .
According to the Genesys State of Customer Experience Report released in 2023 , only 28 % of global consumers rated online retailer ’ s service as exceptional – a significant decline from 2021 .
Artificial intelligence ( AI ) is poised to solve this challenge and modern retailers are now turning to AI-driven technologies to enhance the customer experience . By leveraging the power of AI , businesses can accelerate service delivery and tailor interactions to individual preferences . Nevertheless , the misuse of AI by malicious actors poses a threat to security , potentially undermining customer loyalty and trust . www . intelligentcxo . com
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