2. Harnessing the power of AI
Artificial Intelligence (AI) offers unparalleled opportunities to improve the consumer experience and develop a lasting, trusting relationship. Conversational commerce is transforming the way that businesses interact with their consumers. At the end of 2015, the three largest messaging platforms in the world – WeChat, WhatsApp and Viber – had a combined user base of more than 3 billion.
As chat apps take over devices, this will become an essential element of ecommerce and customer experience strategy. Conversational commerce holds the key to improved brand experience through personalization and efficiency, and has the power to transform the consumer-business relationship for the better.
Yet the power of AI can either unite or divide companies with their customers. While it can offer savvy brands a way to form deep and profitable relationships with consumers, it also passes power to the consumer to screen out brands that don’t reflect their needs and values. Businesses need to get ahead of the game and utilize AI to their advantage.