Tag Archives: artificial intelligence

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AI Change

Will AI Change The Customer Journey

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Is AI (artificial intelligence) going to change the customer journey? AI change is happening now. Nearly everything is being influenced and driven by data. Data means automation, and automation means AI.

It has been happening for years. In the past decade it has been accelerating. Are you moving towards AI? Probably, whether you recognize it or not.

Front runners in AI will change the definition and behaviors of the customer journey. Businesses who have not adapted will appear to be offering an inferior experience.

Data Driven

We once went to the bank on Friday to cash a paycheck. Then direct deposit became popular, first as an option, eventually as the norm. People are also using less cash and doing more debit or credit card purchases.

This isn’t news, but what does it mean? It means data. Data means automation, and automation means AI.

Now imagine interfacing this data capture with other data to enhance the customer experience. Imagine knowing when, how, and what your next move will likely be, or perhaps, should be.

Imagine every Friday you go to a local ATM and withdraw fifty dollars in cash. Next imagine that every holiday weekend in the summer you spend at a family home two hours from your residence.

What is the AI application here? Will AI change something?

AI Change

On the Friday of a holiday weekend imagine the ATM asks you one additional question. “It is a holiday weekend, you’ll likely be out of town, would you like to withdraw additional cash?”

Of course, some would quickly identify that the ATM could be programmed to do this without knowing your usual travel plans.

What if you started out of town on Friday of a holiday weekend and your smartphone reminded you that you had not yet visited the ATM?

Imagine that you also normally visited the dry cleaner, stopped at a convenience store, and checked the weather through an on-line app.

Now imagine you are running late and you get a (smart phone) reminder that the dry cleaner is about to close, the convenience store is nearly out of ice for your cooler, and a thunderstorm is about to break out in the area.

Better yet, it reminds you that you’re now traveling away from your home and with the coming storm you’ve left two windows open.

Wouldn’t it be great? It is coming. In fact, most pieces of this are already emerging.


Originally posted on July 16, 2018, last updated on May 4, 2019.

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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Will AI change

How Will AI Change Your Service?

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Let the cat out of the bag. If you aren’t paying attention to Artificial Intelligence (AI) you may get left behind. Of course, many of us are adopting it and using it with micro changes that are so subtle we barely notice. How will AI change your service?

Easy Targets

Customer service and the customer experience are easy targets for AI intervention. Computers are increasingly storing more and more information about human interactions, behaviors, and patterns.

While privacy has been a concern, it is all happening very fast, and sometimes without your knowledge. These are important aspects, but this likely won’t stop the process.

Simulated voice technology is rapidly expanding. Computers are calling people, and people find it hard to recognize the difference between a human, and the computer. There is face recognition in pictures stored on your phone, the social media channels have data about you, and some suggest big brother is watching.

How can all of this benefit us? It is simple really.

Can You Imagine

Imagine you wake up in the morning, check your calendar on your phone, send a text to person you are meeting with that day that you’ll arrive by 9:00 AM. Later you go to your car, your car won’t start and your car battery starts to lose power and eventually dies. Now you won’t make your 9:00 AM.

AI knows all of this. It knows your calendar, who you are meeting, and that you confirmed the appointment. It knows you tried to start your car several times. Your car reported a check engine situation and right before the battery died it sent an electronic signal indicating what was happening.

Will AI Change Your Service

Now you need a ride, you need to notify the person you are meeting with, and you need to know how long until you can actually arrive. Guess what, AI can manage all of this. It knows your location, how long until Uber can be there, the location you are going to, traffic patterns, and more.

No need for you to panic, make calls, calculate times, and adjust schedules. AI can do it all. In fact, it can not only do it faster, it can do it better because it has more data on current situations that may affect your journey.

The future of the best customer experience exists in AI. It has already started.

Therefore, the best question may not be, “How will AI change your service?” The best question may be, “How fast can you jump on board?”


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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