Author : Anand Singh Bhandari
Director - Business Analytics

Anand heads the Business Intelligence practice for Espire, playing the lead role in establishing best practices and our roadmap for a robust BI practice. He ensures development and implementation of frameworks for rapid project deployment and capability enhancements in the group.

Demystifying AI and its 4 aspects to drive exceptional Customer Experience

Rapid technological advancements have created opportunities for companies of all sizes to serve customers worldwide and compete effectively with even larger companies for a pie of the customer base. Even smaller companies can now operate globally - deploying a variety of possible technology solutions such as automated call centers, customer service bots, and digital marketing.

Do you remember when Artificial Intelligence (AI) was first heard mostly in science fiction-books, movie or television shows? Characters in such fictional works were just fantasy and were so elusive that they couldn't possibly become a reality. Each of these characters relied on algorithms to adapt and respond to their interactions with humans. Cut to the present - AI technologies are being so developed and have been built and utilized for a particular purpose - to simply support human beings and to make their lives better.


While we do not have human-looking robots that interact with us on a daily basis as in those films, we interact with similar technologies without a face every day, and this technology is referred to as Artificial Intelligence.

Take, for example, Siri, Nest Learning Thermostat, Hello Barbie or Amazon Alexa. They all use different levels of artificial intelligence to make recommendations such as adjusting the temperature in your home-based appliances - on your preferences or automatically order goods and services for you. These tools and the technology behind them have made our lives easier. This is the era of AI-the so-called Artificial Intelligence !

So, Artificial Intelligence is the virtual mind provided to machines in order to behave like humans and respond and serve like humans. You must have heard of IoT but IoT is not AI! Neither is machine learning AI! Nor is RPA!

RPA: To automate organizational process using ML and AI

READ: Demystifying Robotic Process Automation and How it Benefits Brands

ML: To teach machines for developing AI

IoT: Connecting different objects located differently with internet

READ: Internet of Things


It is the intellect of machines being developed through ML, Big Data and other tools so that machines can be automated to do the tasks which normally human beings perform and perform even faster - with precision.

This is the thinking behind different chat software and other automated service tools that have become widespread (for cost savings, ROI and faster time to market in the organization). These automated services and conversation tools have been in place for several years, but for many, the experience is not personal and lacks emotion. As these tools evolve, organizations will benefit from better text and predictive analytics to measure customer morale and emotions-to respond accordingly and decide over when interaction needs to escalate to a live service representative.

The challenge, of course, is that, we all are creatures of habit and that we are used to face-to-face interactions or at least conversations. Changing these habits will take time, patience and investment, and should not be hastened at random. This is where planning your customer experience journey, as well as your employees' experience, can help you prioritize aspects of the experience that may be ready for AI consideration.

As you begin to explore these possibilities, there are four steps organizations should consider to better understand the customer experience and know where to isolate aspects of customer experience that best fit AI.

Customer Journey Mapping - Explore, document and understand the logistical and emotional parts of the customer experience to create a detailed visual representation that puts specific focal points and interactions with customers: in the broader context of the entire customer journey.

Existing data inventory – It is high time to explore what you know about your customers’ experiences, where there are gaps, and how you can take advantage of these new data sources or sources to enhance your artificial intelligence strategy.

Identify key moments of truth – Work on those micro moments that affect customers' perceptions and satisfaction more and appreciate the positive or negative performance impact on these moments so you know what might be at risk or potential gains if AI is applied.

ALSO READ: Leveraging micro-moments to stay relevant with your prospects

Ask Right Questions -

Are you ready to meet AI expectations of your customers?

Do you have tools to train employees on the new AI journey?

Have you tested and designed a control setup environment to explore AI improvements along the way?

Ask questions about your internal abilities and answer them, then prioritize building those most relevant to areas identified as high AI opportunities.

Understanding the journey and customer expectations is a starting point for determining whether AI is appropriate for your organization. The right roadmap will help identify opportunities and improve your customer experience, because your AI solutions will be as good as you are designed to meet your customer expectations.

But these developments, designed to facilitate customer interaction and service in new ways, can be tricky. Companies that adopt different forms of new customer-centric technology risk losing personal contact with their customers and an accurate understanding of their needs. When it comes to understanding how your company can better serve customers, it is important for you to have right and experienced partners. Click here to know how Espire is changing the AI journeys of our clients.


Enhanced digital customer experiences for a leading Singapore headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla they required a strategic technology partner to revamp the website, improve content delivery and website navigation with needed to map customer journey and access visitor analytics efficiently

Optimized data and content management with Azure-based solutions for a leading Singapore-headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla. They required a strategic technology partner to carry out Azure migration and eliminate on-premise hosting environment. They also needed managed support services for monitoring website up-time and efficient incident management.

Designed a DXP Platform to Enhance CX for a UK-based Integrated Marketing & Communications Company

A leading UK-based integrated marketing & communications company which assists businesses in brand deployment, digital transformation, marketing communications and driving customer experience across all digital channels, One of the primary challenge sighted by the client was an absence of an Intranet Portal, which would act as a scalable DXP solution to onboard as many clients as needed

End-to-end Digital Content Management for enhancing customer experience and enabling intuitive purchases

Espire implemented a central CMS for all regions for efficient content management, Error-free Digital Content Management on 33 country - specific websites, Designed an interactive-feature with impactful UX to enable customers to easily find, select and buy the required products from any device, anywhere

Supporting & Building Digital Solutions for Improving Customer Experience

Espire upgraded their existing corporate website to Sitecore version 9.1 for streamlining navigation issues, upgraded their E-commerce platform for delivering personalized customer experiences, deployed Sitecore technical enhancements to improve development process like refactoring, Unicorn, Glass mapper and T4templates, Search etc

Composable dxp deliver contextual digital experiences to bolster business growth

Composable DXP has completely revolutionized the entire DXP landscape, allowing brands to decompose and create a technology stack which is well-suited to their dynamic business needs. The future of DXPs is completely customizable, cloud native with an API-first approach, which maximizes the speed of campaign executions.

Customer data platform drive personalization the right way with sitecore boxever cdp

Sitecore CDP is a state-of-the-art customer data platform which helps businesses to ramp up their personalization efforts with unique 360-degree customer view combined with intelligent decisioning, predictive analytics, experimentation, and orchestration capabilities, to deliver relevant digital experiences to customers through their preferred channel at the right time

3 top reasons why employee experience leads to exemplary customer experience

Employee Experience is directly proportional to Customer Experience. Leading brands are implementing a Total Experience Strategy to deliver superior, interconnected experiences for both-customers and employees to attain key business outcomes in 2021 and beyond

Espire infolabs and bennetts bag honorable mention award at sitecore experience awards 2021

The global leader in digital experience management, Sitecore has recognized Espire Infolabs in this year's Sitecore Experience Awards (SEA) Honorable Mentions, for helping a leading UK Motocycle Insurance specialist - Bennetts to provide personalized & contextual digital experiences with the Sitecore platform.

Insurance claims management system top 5 ways to maximize business growth

Insurance companies have been struggling with disparate systems and outdated claims processes for decades. Leveraging claims management software can help brands in the insurance industry automate manual processes and optimize workflows, while improving staff efficiency and reducing operational costs

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