Creating a common data language to build a single customer experience record, customisable AI modelling and integration between creative assets and media targeting, are among the major product enhancements announced by Adobe at this year's digital marketing summit. The vendor has launched … Read More

Retailers are looking to AI to solve that problem and serve up the right content.” But it's the human touch that brings data into context — something that current AI struggles with. And when it comes customer experience, adding the right context can be the difference between creating a real …

Recent studies have estimated that 45% of retailers are expected to increase the use of artificial intelligence for customer experience in the next three years, and 55% of retailers are focused on optimizing the customer experience to increase customer loyalty. Additionally, 85% of all customer interactions … Read More

"In 2017, we put a strong focus on improving customer experience through new service and delivery models, an expansion of Buy Online Pickup in Store, enhancements to our mobile experience and the use of AI to improve customer service," Macy's CEO Jeffrey Gennette said in a call with investors in … …

Same as other industries and other functions, Artificial intelligence (AI) is going to mean big changes for eCommerce marketing. Brands that offer machine learning and AI technologies will create a more personalized, targeted experience for customers. For example, businesses can use AI and machine … Read More

Mike Sutcliff: We [saw] a lot of interest from clients in discussing applied [AI] with us at Mobile Word Congress. The first thing the companies we talk to want to know is: How can AI help my business deliver more compelling customer experiences? This is where we have been seeing …

"HDFC Bank was looking to offer a unique user experience to its younger target audience through conversational banking via a chat bot. With OnChat, we've assisted HDFC bank achieve a 12 per cent chat-to-order conversion ratio. Out of every 100 people who had interacted with the chatbot, 12 people … Read …

… hotel chain Dorchester Collection recently used AI to analyse guest reviews to update its breakfast menu by offering customised options. To maximise the potential of the technology, understanding and recognising the areas that it should be applied to are crucial. Only then will the customer experience … Read More

A well-known brand that I have been impressed by with its on-demand customer experience plans is Lincoln Center. It started a multiphased rollout of automation, using secure messaging and AI to keep customers appraised of all that is Lincoln Center wonderful. Over time, this will extend to messaging … Read More

Schleuter said operators are currently focused on the use of advanced analytics capabilities in improving customer experience, but that artificial intelligence in network insights will only become more important as the industry shifts to 5G. “They way the technology is evolving, once we start hitting 5G, you … Read More