Creating a customer experience ecosystem with generative AI
The global economic outlook for 2023 is among the weakest in decades, with global real GDP growth forecast to increase by 2.3% in 2023, further down from 3.3% recorded in 2022. Though global inflation is expected to moderate from 9.1% in 2022 to 6.8% in 2023, it is still at historic highs. The high costs of living, rising interest rates, and ongoing geopolitical uncertainties will continue to dent private consumption and investment in many parts of the world, undermining the global growth outlook. Customers will hesitate to spend money on expensive things due to rising inflation. The problem for businesses is How to create an environment that encourages customers to buy? The answer is to build a Customer Experience Ecosystem. Create a Customer Experience Ecosystem as the solution. Developing a Customer Experience Ecosystem will be easier than ever thanks to the advancement of generative AI. But what exactly is a customer experience ecosystem, and how can you create one? Let’s find out through this article.
What is a customer experience ecosystem?
Ecosystem = living and non-living things that make up an environment and affect each other.
Customer Experience Ecosystem aka Business Ecosystem includes customers, staff members, distributors, partners, agencies, competitors, rituals (planning, funding, evaluating, rewarding, reporting, communicating, advancing, and training), and the logistics and interactions between all of these stakeholders and rituals.
Like a rainforest ecosystem, you must think holistically about the interdependencies of all elements. Think about the food chain, what informs what, who influences whom, who needs whom, what makes things tick, and what gets in the way of success.
Therefore, creating an ecosystem for the consumer experience requires an awareness of how ecosystem components interact. Many firms have used customer interactions to collect data, evaluate that data, and then modify their marketing initiatives and business plans to cater to different client segments. They have a better understanding of clients and a better strategy for dealing with them, which makes them stand out from rivals in every way.
How can we build a customer experience ecosystem?
・ Building an Intelligent Experience Engine
New digital media create new ways for users to interact with brands. Location-based tracking and payment systems activated by the swipe of a hand blur the lines across prepurchase (advertising/marketing), purchase (sales/transaction), and postpurchase (service/loyalty) interactions. These capabilities have created intelligent ways to reshape customer experiences, and they enable brands to be distinctively valuable and deepen engagement. Starbucks, for example, geo-targets lapsed customers who are near its stores with ads about new seasonal beverages, and it sends customers personalized in-app offers to encourage them to visit a store or to try their convenient mobile order-and-pay option.
Building an Intelligent Experience Engine means building an end-to-end experience but focusing on each micro goal on the journey.
Think about how to design the flow of a given moment. Because each positive individual moment creates an overall customer experience. At each moment what information should be provided to the customer? Suggestions for customers to use the cross-channel or cross-party which will be most convenient?
・ Connect Data Signals and Insights
The first thing to create an intelligence experience engine, we will build a 360-degree view of each customer. It’s not about shooting products with a 360-degree camera, but constantly creating an environment for customers to see products everywhere.
Take Lazada e-commerce platforms as an example. When using, each person will use an email or phone number to register to use. Lazada will collect all of this data to expand its demographics, then take further actions such as gender and geographic targeting.
When continuing to interact with the items on the floor, click stream data is used to understand which items customers browsed, which ones they spent a long time considering or came back to, and which ones they quickly moved past. This data can be leveraged to infer intent and target future recommendations accordingly.
AMELA is building an AI chatbot to support customer care
The advancement of Generative AI is the advancement of tailored consumer experience. The drop-down menus will be replaced by a minimalistic search bar in the middle. Users can easily find what they want regardless of the available indexes of the website.
AMELA developers have been designing AI applications based on ChatGPT’s model. Moreover, we will customize it follow your own company data, allows you approaching clients in the smartest way possible.
In the pieces that follow, we’ll go into more detail regarding the AMELA AI development.
Contact AMELA now to discuss more about generative AI chat that we are developing