How to Engage the Customer in an AI-First World

Photo by Clem Onojeghuo from Pexels

Which digital technologies will make the biggest differences in shaping the customer experience in the new decade?

FinovateEurope next month in Berlin, Germany, will feature a keynote address from Steven Van Belleghem, author of Customers The Day After Tomorrow. Van Belleghem’s book tells the tale of customer relations in a world in which AI and automation dominate commerce.

To Belleghem, the new AI-focused world we are entering will have profound effects on the kinds of exciting new technologies we will have access to. But the deeper impact of AI may be on the expectations customers begin to develop in the marketplace, expectations such as what Belleghem calls “faster than real-time service, hyper-personalization, and intuitive user interfaces” that deliver unprecedented levels of convenience.

Customers The Day After Tomorrow shows the key role data plays in what Belleghem calls an “AI-first world”. He writes of data both as a product of engaged users and as the fuel for future product innovation which, in turn, attracts a new cohort of engaged users. Understanding how to make this virtuous circle work for your business will be critical in the AI-dominated world of the future. Belleghem offers strategies – ranging from how to market to machines, the importance of enhancing the human touch, and taking advantage of the right communication channel at the right time – that will help firms not just compete in an AI-first world, but grow and thrive.

“How will our relationship with customers change when AI platforms like Amazon Alexa will hijack the relationship with our customers?” Belleghem asked in the introduction to a recent ebook anthologizing many of his top blog posts on the future of customer engagement. “What will be the impact on our brands? How can we keep reaching out to our customers without becoming invisible?”

“I’d love to help you think about the next steps that you could be taking in preparation for when the AI gatekeepers will slide in between your brand, and your customers,” he wrote.

Check out the above trailer for Belleghem’s book, Customers The Day After Tomorrow for more. And catch Steven live at FinovateEurope in Berlin, Germany next month. To reserve your spot, visit our FinovateEurope page and pick up your ticket today. Take advantage of big savings when you register before January 31!

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