Page 293 - The Design Thinking Playbook

3.7 How artificial intelligence creates a personalized customer experience

Designing a differentiating customer experience has become an
integral part of the daily work in many customer-oriented companies.
In Peter’s company, a solid basis for the “next level of customer expe-
rience” has been already created as part of the digital transformation. THE CUSTOMER EXPERIENCE
People no longer think in departments but holistically and transversal-
ly. Along with Sales, Customer Service, Marketing, and Operations, ECOSYSTEM
partners and resellers get involved.

The primary focus at Peter’s company is on differentiating the way the
business interacts with its customers. Data plays an important part. Product
After all, a multitude of it is collected with every interaction: from the Social media Mobile app
visit in the brick-and-mortar shop to online purchasing all the way to
interaction on the customer portal. A comprehensive customization
can be carried out on this database for the individual customer.
Because many companies today pursue a multichannel strategy, Web site
it is important to ensure that the individualization of the customer
interaction is done across all channels and that each individual touch Call center
point makes a contribution to a differentiating customer experience.
Thinking along the line of customer journeys is essential for the
shaping of sustainable customer relationships.
Environment Shop

Physical

I like that my customer journey
is simple!

Simple and personalized interactions!
COMPANY
Brand
Employees

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