How to improve the relationship with your customers through personalization and AI

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It is no secret that our customers today have access to a huge amount of information and a very wide range of products and services, which gives them a great capacity to change and select products and brands with little effort. In this context in which the customer is more demanding with brands, and also has the possibility of sharing their experiences in a very simple way, a very important transformation is generated in the interactions through the customer journey: Our customers are no longer simple consumers but become critics of brands and generators of opinion. How to improve the relationship with your customers through personalization and AI Benefits and impact on business The current situation confronts us with an uncertain future in which excellence in the relationship with our clients becomes critically important. Our users' experience will determine our ability to attract new customers efficiently, and will be essential to retaining those.

The fact that retaining a customer costs five times less than acquiring a new one, and that increasing our retention rate by +% is equivalent to improving our costs by % , seem like compelling reasons to consider improving the customer experience and improving our retention ratio in our strategic plans. Isn't it true? User demand The connection between America Cell Phone Number List eting is a personalized customer experience . Customers are not only aware that brands track user behavior, but more than % want it to be used to receive offers of interest to them and % are even willing to pay more for this experience. Now more than ever, it is necessary to abandon transactional thinking and create an omnichannel experiential relationship , oriented to the long term and to obtain positive support from the market. Challenges of building a holistic view of the customer The degree of customer understanding that allows personalizing the one-to-one relationship requires transformations in the organization and its technological ecosystem.



Achieving the necessary degree of customer knowledge to be able to provide personalization adapted to each user, homogeneous and consistent across different channels requires exploiting multiple sources and types of data . Surely we are already familiar with some of the challenges that this entails. In the best of cases, the necessary data is not even being collected, losing invaluable knowledge for the implementation of future customizations. In other worse cases, the data exists but is distributed in organizational silos. As a consequence of this disastrous information management policy, there is no clear picture of what information is available, there are no quality controls on the information, and there could even be security problems due to the lack of corporate access control and auditing. . The exploitation of this information becomes extremely complicated and prevents different teams from relying on the data to make decisions, generate insights and act on them to improve their business results.