{"id":4525,"date":"2023-06-08T11:29:24","date_gmt":"2023-06-08T16:29:24","guid":{"rendered":"https:\/\/davidgruehn.com\/?p=4525"},"modified":"2024-11-14T19:04:01","modified_gmt":"2024-11-15T01:04:01","slug":"customer-experience-in-the-age-of-ai","status":"publish","type":"post","link":"https:\/\/davidgruehn.com\/index.php\/2023\/06\/08\/customer-experience-in-the-age-of-ai\/","title":{"rendered":"Customer Experience in the Age of AI"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"4525\" class=\"elementor elementor-4525\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f73a7d1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f73a7d1\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-86d0112\" data-id=\"86d0112\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d6906ea elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d6906ea\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-152c9d6\" data-id=\"152c9d6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-336523f elementor-widget elementor-widget-text-editor\" data-id=\"336523f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The retail industry is constantly evolving, providing the gradual, incremental improvements required to satisfy the customers&#8217; ever-changing needs. Since the dawn of the internet age, however, the industry has been thrust into a techno-driven revolution challenging every rule in the retail handbook. The latest disruptive force, artificial intelligence (AI), is like nothing we&#8217;ve seen in the last twenty years. AI&#8217;s potential to revolutionize every industry, especially retail, is mind-numbing considering its ability to autonomously enhance its performance and capabilities over time. Not since my <span style=\"text-decoration: underline;\"><a href=\"https:\/\/davidgruehn.com\/index.php\/2021\/09\/18\/internet-pioneer-building-one-of-retails-first-web-stores-part-1\/\" target=\"_blank\" rel=\"noopener\">internet pioneer<\/a><\/span> days in the mid-90s have I seen such turbulent waters in the sea of retail change. And that&#8217;s saying a lot, given the twenty-year technical tsunami we&#8217;ve endured.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fddfaa4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fddfaa4\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0139d29\" data-id=\"0139d29\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-64dab68 elementor-blockquote--skin-border ha-has-bg-overlay elementor-widget elementor-widget-blockquote\" data-id=\"64dab68\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\tWe are now at the point where competitive advantage will derive from the ability to capture, analyze, and utilize personalized customer data at scale and from the use of AI to understand, shape, customize, and optimize the customer journey.\t\t\t<\/p>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c4d7aa2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"c4d7aa2\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9db21d2\" data-id=\"9db21d2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a3eede5 elementor-widget elementor-widget-text-editor\" data-id=\"a3eede5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>I&#8217;ll write much more about my vision of AI&#8217;s impact on the retail industry, but I wanted to share this fascinating article from The Harvard Business Review. In keeping with my penchant for retail personalization, this article explores how cutting-edge companies build\u00a0<span style=\"background-color: var(--pcbg-cl); font-family: var(--pcbody-font);\">AI-powered\u00a0<\/span><span style=\"color: inherit; font-family: inherit; font-size: inherit; font-weight: inherit; text-align: inherit; background-color: var(--pcbg-cl);\">intelligent experience engines to assemble unprecedented, high-quality customer experiences at scale using customer data. The sheer volume of data, systems, processes, and analysis required to provide a hyper-personalized customer experience is overwhelmingly complex. But AI-powered intelligent experience engines are proving they can handle the load. They design end-to-end solutions\u2014for example, finding a location, scheduling an appointment, sending appointment reminders, providing directions, and guiding users through any necessary follow-up\u2014that proactively lead customers toward achieving their goals. They also combine human enablers (cross-functional, agile teams) with data and technology for rapid self-learning and optimization.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2ebe18f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2ebe18f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a7ca9a8\" data-id=\"a7ca9a8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-42dde23 elementor-blockquote--skin-border elementor-widget elementor-widget-blockquote\" data-id=\"42dde23\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\tPersonalizing an end-to-end customer experience requires orchestration across channels\u2014a capability that no brand has fully mastered. But merging the flow of customers\u2019 physical and digital experiences may be the only way challenger brands can compete against digital natives like Amazon and Google. \t\t\t<\/p>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4f42684 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4f42684\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c9886fc\" data-id=\"c9886fc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-92c4a4b elementor-widget elementor-widget-text-editor\" data-id=\"92c4a4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Building an intelligent experience engine is time-consuming, expensive, and technologically complex. But the results allow companies to deliver personalization at a scale we could only have imagined a decade ago and may be the only way challenger brands can compete against digital natives like Amazon and Google.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b70b9b0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b70b9b0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a2d678c\" data-id=\"a2d678c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a411d39 elementor-widget elementor-widget-text-editor\" data-id=\"a411d39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5>By David C. Edelman and Mark Abraham &#8211; Harvard Business Review &#8211; March|April 2022<\/h5><p><em>Refresh browser if PDF not displayed.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e6a7ea5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e6a7ea5\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-07dbdcb\" data-id=\"07dbdcb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ce776fb elementor-invisible elementor-widget elementor-widget-pdf_viewer\" data-id=\"ce776fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;_animation&quot;:&quot;fadeInLeft&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\" data-widget_type=\"pdf_viewer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<iframe src=\"https:\/\/docs.google.com\/viewer?url=https:\/\/davidgruehn.com\/wp-content\/uploads\/2023\/06\/Customer-Experience-in-the-Age-of-AI.pdf&amp;embedded=true\" style=\"display: block; margin-left: auto; margin-right: auto; width: 640px; height: 820px;\" frameborder=\"1\" marginheight=\"0px\" marginwidth=\"0px\" allowfullscreen><\/iframe>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9f2b3bd elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9f2b3bd\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-973a1fe\" data-id=\"973a1fe\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5902de0 elementor-widget elementor-widget-text-editor\" data-id=\"5902de0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><a href=\"https:\/\/hbr.org\/2022\/03\/customer-experience-in-the-age-of-ai\" target=\"_blank\" rel=\"noopener\">Link to Article<\/a><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-18f38dd\" data-id=\"18f38dd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-01202da elementor-widget elementor-widget-text-editor\" data-id=\"01202da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><a href=\"https:\/\/hbp.app.box.com\/s\/cmh2ro0i8vu0jy7j06egtzaefgr6x9jg\" target=\"_blank\" rel=\"noopener\">Link to Video<\/a><\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9b92346 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9b92346\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0a34adb\" data-id=\"0a34adb\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5cbdb7f elementor-widget elementor-widget-text-editor\" data-id=\"5cbdb7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h5><a href=\"https:\/\/hbr.org\/search?term=david%20c.%20edelman&amp;search_type=search-all\">David C. Edelman<\/a>\u00a0is an executive adviser and a senior lecturer at Harvard Business School.<\/h5><h5><a href=\"https:\/\/hbr.org\/search?term=mark%20abraham&amp;search_type=search-all\">Mark Abraham<\/a>\u00a0is a managing director and a senior partner at Boston Consulting Group.<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Harvard Business Review article on  how cutting-edge companies use AI-powered intelligent experience engines to assemble unprecedented customer experiences. They are time-consuming, expensive, and technologically complex, but the result allows companies to deliver differentiating hyper-personalization at a scale.<\/p>\n","protected":false},"author":1,"featured_media":5258,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"footnotes":""},"categories":[319],"tags":[327,270,187,716,719,435,283,25,722,257,724,721,720,714,222,322,715,397,718,205,725,367,237,723,300],"class_list":["post-4525","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-360-customer-view","tag-artifical-intelligence","tag-brand-loyalty","tag-brinks","tag-cross-functional-teams","tag-customer-data","tag-customer-data-platform","tag-customer-experience","tag-customer-journey","tag-digital-transformation","tag-dunnhumby","tag-formation","tag-giant-eagle","tag-harvard-business-review","tag-home-depot","tag-hyper-personalization","tag-intelligent-experience-engine","tag-kroger","tag-nike","tag-omnichannel-retail","tag-personalized-promotions","tag-software-as-a-service","tag-starbucks","tag-stitch-fix-2","tag-tesco"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - 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