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.


Delivering Consistent And Compelling Customer Communication With Self Serve Communication Portal

Delivering Consistent And Compelling Customer Communication With Self Serve Communication Portal

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

A Leading Offender Management Software Solution Provider Gains the Competitive Edge of Agility

The client is a leading provider of offender management product, catering to the Governments sector mainly to Canada, USA and UK. With the aim of becoming agile by automating the internal processes and modernizing the systems, the client decided to develop an application to assess their end-client’s business process environment.

Powering Digital Transformation by revamping Quote & Buy process for a UK based leading Insurance company

Espire enhanced the existing Digital Transformation Journey using Umbraco CMS,Designed and implemented Umbraco based system for content management of the forms and modules

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.

Leveraging composable architecture to drive unforgettable digital experiences

A composable architecture allows the application to adapt to the speed of business while enhancing responsiveness and scalability, paving the way towards driving greater business growth. In our latest blog, we share the benefits of leveraging a composable microservices-led architecture for business applications.

Top 10 strategic technology trends for 2023 by gartner Part2

In our first blog on Top 10 Strategic Technology Trends for 2023 by Gartner, we had discussed the top 5 technology trends that will enable businesses to offer customized experiences to the end users for better engagement, ROI, conversion, and sales. As a concluding part of this 2 series blog, we will enlist and discuss the next 5 disruptive tech trends to be witnessed in 2023 such as Wireless value realization, Superapps, Adaptive AI, Metaverse and Sustainable technology.

Top 10 strategic technology trends for 2023 by gartner Part1

The pace of change is accelerating, driven by emerging technologies such as artificial intelligence, the Internet of Things, big data and blockchain-all of which are changing how we work, live, and manage our businesses. In this blog, Part 1 of the top 10 strategic technology trends for 2023, we will be exploring the top 5 trends identified by Gartner, which can significantly contribute to your success story.

Agile tech solutions and agile mindset foundation of future ready and resilient businesses

The Agile technologies help employees become self-sufficient and motivated to work more collaboratively & deliver ROI-driven solutions while eliminating the constant need for supervision and micro-management to achieve goals.

Role of data analytics to drive customer acquisition and maximize return on campaigns

Creating a customer-centric digital marketing strategy that accurately targets and addresses your customers’ needs is essential for any business. However, this can be challenging when you lack the right tools and data to help you do it. In this article, we’ll be focusing on how you can use data analytics in your digital marketing efforts to acquire new customers and retain current ones.

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