How should I be using Artificial intelligence (AI)?
In the rush to get the most from Artificial intelligence some organizations are in danger of making their Customer Experience worse, not better. It is critical that you have a clear understanding of what experience you are trying to give your customers and be able to measure scientifically how your Customer is feeling pre and post implementation. Have the changes you made enhanced or deteriorated your experience?
To do this we recommend you design your experience using our Behavioural Journey Mapping and measure how the Customer feels using our Authentic Emotion Measurement which records facial expression whilst they are experiencing your Artificial intelligence. Given the investment you are making in this change it makes financial sense that you do everything to ensure it works! This research can be the difference between success and failure.