AI for Hyper-Personalization in CX

In the realm of #mobile banking, many traditional banks have implemented basic personalization features, such as time-of-day greetings (“Good morning” or “Good afternoon”). However, these superficial touches often fall short of customer expectations for meaningful #personalization. Users increasingly desire tailored experiences where #products and services are recommended based on their individual behaviors and financial needs. #Banks need to think beyond generic greetings and start leveraging the #data they already have. Imagine a #banking app that uses contextual personalization (predicting when a customer needs travel insurance right after booking a flight) or #behavioral personalization (where the app dynamically adapts based on the customer's based on previous behavior). Picture a homepage that changes on a Monday morning versus a Friday night, always reflecting what the user is most likely to need. Real personalization should feel like the bank understands the user's unique context and behaviors, not just their name and time zone. #Digitalbanks are already setting the standard, creating customized journeys that feel relevant and #value-driven. To remain competitive, traditional banks must rethink personalization—it's not about knowing what time of the day is, but knowing what I actually need to achieve my financial goals. To bridge this gap, banks need to start leveraging #AI, #BigData, and #cloud computing #technology to provide predictive, relevant, useful, and timely interactions. Focusing on hyper-personalization isn’t just a nice to have, it’s essential to unlocking new market opportunities and retaining today’s #digital-first customers. #CX #Design #Innovation #Strategy #Culture #Trust #Privacy #Regulation

The conversation around AI in customer experience is shifting, and I believe it's moving towards a more nuanced understanding of its potential. It's less about if and more about how to implement it ethically and effectively to drive tangible business outcomes. My perspective? The winners will be those who: Prioritize hyper-personalization at scale: This means moving beyond basic segmentation and using AI/ML to truly understand individual customer needs, preferences, and even predict future behavior. We're talking about dynamic content optimization, personalized recommendations, and proactive customer service that anticipates needs before they arise. Focus on AI-driven augmentation, not replacement, of human interaction: AI should empower human agents, not eliminate them. Think AI-powered tools that provide agents with real-time customer insights, automate routine tasks, and enable them to focus on complex problem-solving and relationship building. Build robust data governance frameworks and ethical AI practices: This is paramount. We need to ensure responsible AI use by prioritizing data privacy, mitigating bias in algorithms, and being transparent with customers about how AI is being used. This includes implementing explainable AI and putting in place mechanisms for ongoing monitoring and auditing of AI systems. What are your thoughts on the ethical considerations of AI in CX, particularly as AI becomes more sophisticated? #AI #CustomerExperience #Personalization #DataEthics #DigitalTransformation #ResponsibleAI

🌟"𝐀𝐈 𝐢𝐧 𝐒𝐚𝐥𝐞𝐬: 𝐓𝐡𝐞 𝐒𝐞𝐜𝐫𝐞𝐭 𝐒𝐚𝐮𝐜𝐞 𝐭𝐨 𝐇𝐲𝐩𝐞𝐫-𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐚𝐭𝐢𝐨𝐧 (𝐚𝐧𝐝 𝐇𝐢𝐠𝐡𝐞𝐫 𝐑𝐞𝐯𝐞𝐧𝐮𝐞!)" 🌟 Let’s face it – customers today don’t just want products; they want experiences that feel made for them. And guess what? AI is making that possible at scale. It’s not just a buzzword anymore; it’s a game-changer for sales teams everywhere. Take a look at how some Indian brands are nailing this: 💄𝐍𝐲𝐤𝐚𝐚’𝐬 𝐁𝐞𝐚𝐮𝐭𝐲 𝐀𝐈 𝐀𝐝𝐯𝐢𝐬𝐨𝐫 Ever wished you had a personal beauty consultant who just gets you? Nykaa’s AI does exactly that.   It analyzes your skin tone, hair type, and preferences to recommend products you’ll love. Plus, the virtual try-on feature lets you “test” makeup before buying. 👉 The result? 𝟐𝟓% 𝐡𝐢𝐠𝐡𝐞𝐫 𝐞𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐚𝐧 𝟏𝟖% 𝐣𝐮𝐦𝐩 𝐢𝐧 𝐬𝐚𝐥𝐞𝐬 from first-time buyers. When customers feel understood, they’re more likely to hit that “Buy Now” button. 👓𝐋𝐞𝐧𝐬𝐤𝐚𝐫𝐭’𝐬 𝐕𝐢𝐫𝐭𝐮𝐚𝐥 𝐓𝐫𝐲-𝐎𝐧 Buying glasses online used to be a gamble. But Lenskart’s AI changed the game. It scans your face, suggests frames that suit your features, and even nudges you with complementary products (like blue-light glasses) based on your past purchases. 👉 The outcome? 𝐀 𝟓𝟎% 𝐛𝐨𝐨𝐬𝐭 𝐢𝐧 𝐨𝐧𝐥𝐢𝐧𝐞 𝐬𝐚𝐥𝐞𝐬 𝐚𝐧𝐝 𝟑𝟓% 𝐟𝐞𝐰𝐞𝐫 𝐫𝐞𝐭𝐮𝐫𝐧𝐬.  Customers don’t just buy – they buy with confidence. 🛍️𝐌𝐲𝐧𝐭𝐫𝐚’𝐬 𝐒𝐭𝐲𝐥𝐞 𝐌𝐚𝐭𝐜𝐡 Myntra’s AI is like your personal stylist. It looks at your browsing history, body type, and even regional trends to curate outfits you’ll love. A customer in Jaipur sees ethnic wear, while someone in Mumbai gets trendy streetwear. 👉 The impact?𝐀 𝟑𝟎% 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐢𝐨𝐧 𝐫𝐚𝐭𝐞𝐬.  When recommendations feel personal, customers don’t just browse – they buy. 𝐖𝐡𝐲 𝐓𝐡𝐢𝐬 𝐌𝐚𝐭𝐭𝐞𝐫𝐬? 🚀 𝐅𝐚𝐬𝐭𝐞𝐫 𝐃𝐞𝐜𝐢𝐬𝐢𝐨𝐧𝐬: When customers feel understood, they don’t overthink – they just buy. 📈 𝐇𝐢𝐠𝐡𝐞𝐫 𝐂𝐨𝐧𝐯𝐞𝐫𝐬𝐢𝐨𝐧𝐬: Personalized offers cut through the noise and reduce choice paralysis. ❤️ 𝐋𝐨𝐲𝐚𝐥𝐭𝐲: Tailored experiences turn one-time buyers into repeat customers. AI isn’t just a fancy tool; it’s the ultimate sales enabler. It’s helping businesses move from selling products to building relationships. And in a world where customers are bombarded with options, that’s the difference between winning and losing. 🚀 𝐓𝐡𝐞 𝐅𝐮𝐭𝐮𝐫𝐞? As AI gets smarter, the gap between brands that personalize and those that don’t will only widen. The question isn’t if you should adopt AI – it’s how fast you can do it. What’s your take? Have you seen AI-driven personalization drive sales in your industry? Let’s chat in the comments! 👇 #AIinsales #HyperPersonalization #CustomerExperience #salesgrowth #retailinnovation

Personalization Isn’t the Answer—It’s the Starting Point For years, we’ve been told that personalization is the secret sauce to successful email marketing. But here’s the hard truth: Personalization alone doesn’t cut it anymore. If you’re still treating it as the endgame, you’re missing the mark. In my recent conversation with Sofiia Shvets, we explored how AI is not just enhancing personalization but completely revolutionizing how we engage with customers. Here’s what we’re doing to push beyond the basics: 1️⃣ Automated Segmentation: AI goes beyond personalization by dynamically creating and updating audience segments, ensuring we’re always targeting the most relevant customers with exactly what they need. 2️⃣ Hyper-Personalized Text: AI helps us craft messages that don’t just insert a name—they speak directly to each customer’s unique journey, making every interaction feel personal and timely. 3️⃣ Intelligent Graphics & Product Recommendations: AI doesn’t just generate visuals; it strategically selects the products that should be featured, driving higher engagement and conversions. 4️⃣ Advanced Cross-Selling & Promotions: By leveraging AI, we’re not just suggesting products—we’re predicting and delivering the offers that are most likely to resonate with each customer. AI is moving us beyond the old playbook, allowing us to create dynamic, deeply personalized experiences at scale. But this is just the beginning. Here are a few cutting-edge ways AI can take your email marketing to the next level: → Real-time Behavior Analysis: Adapt email content on the fly based on customer interactions. → Predictive Analytics: Anticipate customer needs and preferences, driving proactive engagement. → A/B Testing at Scale: Use AI to optimize content and visuals across massive audiences efficiently. → Content Optimization: Continuously refine and enhance email content to maximize impact. → Advanced UTM Targeting: Tailor email experiences based on traffic sources for greater relevance. We’re just scratching the surface of what’s possible with AI and email. Fun times ahead!

Lately I’ve been reading a lot about hyper-personalization and AI customer experience, something we’re evolving day in and out with Zendesk AI. A recent CMSWire article caught my attention, alluding to the retail industry leading the charge on personalized AI experiences and I couldn’t agree more. Many retailers have nailed tailoring interactions to individual customer needs, because in such a competitive marketplace they need their customers to feel seen, heard, and understood to retain them.  And retailers aren’t just focusing on personalization with AI, but efficiency and customer satisfaction as well. A great example of this is one of our global retail customers, Next, who has found Zendesk AI has allowed their customer representatives to focus less on simpler tickets and more on complex issues. This has led to a 15% decrease in average handling time and the ability to roll out AI tools at scale across the 127 different countries they operate in. As Head of Customer Contact Experience Technology Raz Razaq says, “The driver [for adoption] was to maintain our high-level service, especially as we’re growing organically.” For retailers operating at scale, AI can be a well-managed solution to fully transform the CX experience, from personalization to self-service to omni-channel support. I love great stories like the one from NEXT, the kind that really show the practical application and far-reaching potential of AI in the industry. Learn more: https://lnkd.in/gZxc6Aip #CX #CustomerStory

→ Imagine a world where AI doesn’t just assist but acts autonomously to transform your online shopping experience. What if the next e-commerce revolution isn’t just smart - it thinks, adapts, and evolves? Agentic AI is no longer science fiction. It’s quietly reshaping e-commerce, creating experiences that feel personal, predictive, and proactive. 𝐇𝐞𝐫𝐞 𝐚𝐫𝐞 𝐭𝐞𝐧 𝐰𝐚𝐲𝐬 𝐭𝐡𝐢𝐬 𝐬𝐡𝐢𝐟𝐭 𝐢𝐬 𝐡𝐚𝐩𝐩𝐞𝐧𝐢𝐧𝐠, 𝐚𝐧𝐝 𝐡𝐨𝐰 𝐭𝐡𝐞𝐢𝐫 𝐚𝐫𝐜𝐡𝐢𝐭𝐞𝐜𝐭𝐮𝐫𝐞 𝐞𝐧𝐚𝐛𝐥𝐞𝐬 𝐫𝐞𝐚𝐥 𝐢𝐦𝐩𝐚𝐜𝐭: • 𝐇𝐲𝐩𝐞𝐫-𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐬𝐞𝐝 𝐒𝐡𝐨𝐩𝐩𝐢𝐧𝐠 𝐉𝐨𝐮𝐫𝐧𝐞𝐲𝐬 AI predicts preferences and adapts product recommendations in real time. Architecture: user behavior tracking → AI model inference → dynamic recommendation engine. • 𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐒𝐮𝐩𝐩𝐥𝐲 𝐂𝐡𝐚𝐢𝐧 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 AI autonomously forecasts demand and optimizes logistics. Architecture: IoT sensors → predictive analytics → automated inventory adjustments. • 𝐀𝐈-𝐏𝐨𝐰𝐞𝐫𝐞𝐝 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥 𝐒𝐡𝐨𝐩𝐩𝐞𝐫 Virtual assistants act like human concierges, suggesting products and bundling offers. Architecture: NLP engine → recommendation engine → chat interface integration. • 𝐃𝐲𝐧𝐚𝐦𝐢𝐜 𝐅𝐫𝐚𝐮𝐝 & 𝐀𝐛𝐮𝐬𝐞 𝐏𝐫𝐞𝐯𝐞𝐧𝐭𝐢𝐨𝐧 Agentic AI detects anomalies and acts instantly to block threats. Architecture: real-time transaction monitoring → anomaly detection model → automated action trigger. • 𝐒𝐞𝐥𝐟-𝐎𝐩𝐭𝐢𝐦𝐢𝐬𝐢𝐧𝐠 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐂𝐚𝐦𝐩𝐚𝐢𝐠𝐧𝐬 Campaigns adjust in real time for maximum ROI. Architecture: customer engagement data → reinforcement learning → adaptive marketing automation. • 𝐒𝐦𝐚𝐫𝐭 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐂𝐮𝐫𝐚𝐭𝐢𝐨𝐧 & 𝐌𝐞𝐫𝐜𝐡𝐚𝐧𝐝𝐢𝐬𝐢𝐧𝐠 AI autonomously selects trending products for display. Architecture: sales & browsing data → trend detection models → automated catalog updates. • 𝐕𝐨𝐢𝐜𝐞-𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐀𝐬𝐬𝐢𝐬𝐭𝐚𝐧𝐭 Hands-free shopping guided by AI that understands context and intent. Architecture: speech-to-text → NLP processing → voice-response integration. • 𝐀𝐈-𝐏𝐨𝐰𝐞𝐫𝐞𝐝 𝐕𝐢𝐫𝐭𝐮𝐚𝐥 𝐓𝐫𝐲-𝐎𝐧 & 𝐒𝐡𝐨𝐰𝐫𝐨𝐨𝐦 Shoppers visualize products in real-world scenarios. Architecture: AR/VR engine → AI image processing → personalized rendering. • 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐒𝐮𝐛𝐬𝐜𝐫𝐢𝐩𝐭𝐢𝐨𝐧 𝐁𝐨𝐱 𝐂𝐮𝐫𝐚𝐭𝐢𝐨𝐧 AI designs tailored subscription experiences. Architecture: purchase history → preference learning → subscription algorithm. • 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐋𝐨𝐲𝐚𝐥𝐭𝐲 & 𝐑𝐞𝐭𝐞𝐧𝐭𝐢𝐨𝐧 𝐏𝐫𝐨𝐠𝐫𝐚𝐦𝐬 AI identifies key moments to engage and reward customers. Architecture: behavioral analytics → predictive churn modeling → automated engagement actions. 👉𝐃𝐌 𝐦𝐞 𝐟𝐨𝐫 𝐜𝐚𝐫𝐞𝐞𝐫 𝐠𝐮𝐢𝐝𝐚𝐧𝐜𝐞/ 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐀𝐈 𝐬𝐞𝐭 𝐮𝐩 👉Join the community to stay updated on new 𝐆𝐞𝐧𝐀𝐈-𝐀𝐠𝐞𝐧𝐭𝐢𝐜𝐀𝐈 advancements:- link in the comments section Follow Ujjyaini Mitra for more insights on Enterprise Gen AI

🚀 AI can transform customer experience — but only when it's applied with purpose. From customer journey mapping to predictive support, enterprises are turning to their digital consulting partners to embed AI where it drives real business outcomes. Here’s how we are making it happen 👇 🔍 1. Customer Journey Mapping + Use Case Identification We decode friction points and map “moments that matter,” then identify where AI can add the most value — from churn prediction to next-best-action models. 🎯 2. AI-Powered Personalization & Recommendations Using deep learning, behavioral segmentation, and recommendation engines, we help enterprises deliver personalized content, offers, and experiences — at scale. 🛠️ 3. Proactive Support with Predictive AI Predictive models and AI assistants anticipate issues before customers even notice — driving loyalty, reducing support costs, and boosting satisfaction. 💡The real power of AI isn’t just in the algorithms — it’s in applying them where human experience and business goals intersect. 👉 Are you seeing success with AI in your CX journey? Would love to hear your experiences. #AI #CX #DigitalTransformation #CustomerExperience #VPspeak

🤡 Most DTC brands incorrectly think #personalization means: ✔️ Using the customer’s [first_name] in an email, sms or push ✔️ Sending them a generic “recommended for you” product list ✔️ Offering a blanket incentive “10% off your next order” "That’s not personalization. That’s automation dressed up as effort." 🤷🏻♀️ This is all from the ever-wise Eli Weiss and his latest newsletter, "All Things #CX and #Retention" (link in the comments 🙏🏼🔗) And while I 100% agree- I'd like to throw in some even more food for thought on how to 💖 TRULY personalize 💖 this post-purchase experience. 📲 Personalization is about sending the right message, in the right way, at the right time, and in the right place. This is a VERY challenging task to tackle for Every. Single. Individual. Customer. (I promise your #CRM teams will agree with me on that). 😥 We end up drafting a wet blanket of an email follow-up that probably has low open rates and just doesn't provide much value... especially because we assume EVERY SINGLE CUSTOMER needs to receive it 23 hr after purchase (or another static time delay). Friends - these interactions CAN and SHOULD feel human. Even if you're using #generativeAI to write your copy and #agenticAI to intelligently send it (and test it), REMIND your customers that there is a real human behind it all. ❌ 1. BYE BYE NO-REPLY: Get rid of the "noreply@yourbrand.com" email address- use your CS email and include a CTA that customers can always reply with questions, comments or concerns to chat with a real person on your customer support team. ⏰ 2. TEST TIMING: There is no single "best time" to follow up with all your customers. You can and should be running large, sophisticated A/B tests on timing and messaging. Because every single customer WILL have a different preference for their "best time" and "preferred message".... You are personalizing to their individual needs and preferences, folks! This is high-level personalization at its finest! ✨ OR better yet, you use a tool like Aampe 💅🏼 that looks at past individual behavior to test the best time to send post-purchase content FOR EVERY SINGLE CUSTOMER when they are most likely to engage with it.) 3. 🤪 MAP OUT YOUR CUSTOMER MOTIVATIONS: Immediately after purchase, not everyone needs a generic discount code to convince them to purchase again & nor a generic list of product recommendations. You are giving away margin and wasting space with unwanted recs. 👉🏼 Some folks crave REASSURANCE that their items will ship on time and that they can count on you to update that! 👉🏼 Some folks want BELONGING to feel like they've joined a movement! 👉🏼 Some folks want ASPIRATION to feel inspired to create and dream! TLDR: personalization is SO MUCH MORE than just adding a {generic_data_points}. AI is at our fingertips to help us scale a more creative, humanized experience for every individual