Customer Data Platform
May 1, 2024
In an era defined by digital connectivity and evolving consumer demands, businesses are increasingly turning to Artificial Intelligence (AI) to revolutionize their customer experience strategies. The integration of AI technologies offers unparalleled opportunities to engage, understand, and cater to customers in ways previously unimaginable. The trick is to leverage AI in the moment to impact an experience in real-time, dramatically improving customer outcomes and engagements. This blog, How To Capitalize on AI with CDP Use Cases, explores potential use cases fueled by AI and a real-time Customer Data Platform (CDP) like Tealium.
When it comes to delivering tailored experiences at scale, you’ll benefit from harnessing the power of AI and a CDP. By analyzing vast amounts of customer data, AI algorithms can discern patterns, preferences, and behaviors, helping to provide customized recommendations, content, and services in the moment of consideration. Whether it’s suggesting products, customizing communication, or curating user interfaces, AI-driven personalization enhances customer satisfaction and loyalty.
Let’s say a customer is browsing online. They are a shoe collector, and spend time browsing shoe brands that they often purchase from. The customer clicks on an ad for your company’s limited-edition shoe line, but they don’t check out. With real-time data from Tealium’s CDP, you can instantly retarget them on social media! Now, let’s take this example a step further with AI. As your shoe company gains popularity and visitor sessions increase, you can leverage AI algorithms to automatically enable personalized recommendations like color, size, style, and offers. By delivering consistent, delightful experiences across touchpoints, AI combined with a CDP help with building lasting relationships with customers.
Predictive analytics, a cornerstone of AI, enables businesses to anticipate customer needs and behaviors. By forecasting trends and understanding potential pain points, companies can proactively engage with customers, addressing concerns before they arise. Predictive insights help optimize inventory, predict service issues, and recommend timely solutions, enhancing overall customer satisfaction.
Here’s an example. As customers browse an e-commerce website or mobile app, their actions can be observed in real-time with Tealium’s CDP. As they navigate, an AI model dynamically generates personalized product recommendations based on their real-time behavior. For example, if a potential customer adds a camera to their cart, a “recommended products” section could suggest compatible accessories for that particular camera model, informed by the customer’s previous purchases. With personalized recommendations, AI-driven innovations captivate customers, fostering emotional connections and brand loyalty.
Real-time AI-powered chatbots and virtual assistants revolutionize customer support by offering immediate, round-the-clock assistance. These intelligent systems use Natural Language Processing (NLP) and Machine Learning (ML) to understand inquiries and provide relevant solutions. With continuous learning, they evolve to offer more accurate, efficient, and human-like interactions, resolving issues swiftly and enhancing customer experience.
Think about this example… A patient is on a healthcare website and chats with a virtual assistant, getting information about a consultation. The patient gets a call to schedule a visit to the doctor, and in real-time the information they filled out with the virtual assistant is available to the doctor’s office. The patient doesn’t have to repeat themselves and the experience is efficient. Being able to respond to customers’ behavior faster and with more relevance unquestionably leads to happier customers and better business outcomes.
AI unlocks the potential of data, providing actionable insights that shape Customer Experience (CX) strategies. For example, Tealium’s CDP could contain customer information such as a user’s language preference based on the language of their previous interactions, or the language of the device they are using. Using Tealium’s CDP and AI, you could launch regional marketing campaigns that resonate with the cultural and linguistic nuances of each audience segment, increasing the effectiveness of promotional efforts.
By analyzing customer feedback, interactions, and behaviors, businesses gain a deeper understanding of their audience. This data-driven approach guides decision-making, allowing companies to adapt offerings, marketing strategies, and service delivery methods in real-time, optimizing the overall customer journey.
Activating AI in combination with a real-time CDP like Tealium is a strategic imperative for businesses aiming to thrive in a customer-centric landscape. The power of AI is best utilized in combination with accurate, reliable first-party data. AI’s capacity to humanize interactions, anticipate needs, and create memorable experiences will create large-scale market changes.
