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According to Steven Kawasumi, Nothing Personalizes the Customer Experience Better Than Artificial Intelligence

Steven Kawasumi Nothing Personalizes Customer Experience Better Than AI

By: Steven Kawasumi

Imagine entering a store where you are greeted by name, and it’s immediately evident that the staff already knows your preferences through their perfectly tailored product recommendations. This might sound like a scenario from a bygone era of personalized service, but it’s the very future artificial intelligence is bringing to life across digital platforms today. 

As the digital sphere becomes increasingly saturated, the brands delivering truly personalized experiences stand out among the deluge. Our customers don’t just want us to understand them; they want us to know everything about them. This level of personalization goes beyond knowing someone by name. Instead, it involves understanding their needs, desires, and behaviors more deeply. Today, consumers want and expect this level of connection. This necessity for personalization makes it imperative for organizations to craft consistently unique experiences for each customer.

Steven Kawasumi, a Product Leader with decades of experience in the AI sector, wants companies to understand that the secret to achieving personalization lies in the sophisticated use of modern data targeting.

“The focus isn’t just on what data is collected but also on how it’s leveraged. Traditional methods — relying on cookies, third-party data, and fragmented first-party information — fall short of delivering the level of personalization consumers expect,” Steve says. “Instead, organizations need to adopt a more advanced, integrated approach to data utilization, ensuring every customer experience is meaningful and relevant.”

What must C-suite executives understand about leveraging artificial intelligence for personalization? Steven offers his insights below.

Hyper-Personalization Is More Than Segmentation

While segmentation has long been a staple in defining the customer experience, grouping customers based on shared characteristics such as demographics or purchase history is no longer sufficient. Hyper-personalization should utilize real-time data and advanced analytics to create highly individualized experiences that feel bespoke and deeply relevant. This approach transforms the customer experience from one-size-fits-all to one-size-fits-one.

AI analyzes vast amounts of data quickly and accurately. This includes not only traditional data points like purchase history and browsing behavior but also more nuanced information such as social media activity, location data, and even sentiment analysis. By integrating these diverse data streams, business leaders can proactively assist customers and enhance personalization efforts, ensuring a seamless and supportive experience.

Hyper-Personalization Throughout the Customer Journey

Hyper-personalization can transform every stage of the customer journey, from initial engagement to post-purchase support. At the awareness and consideration stages, hyper-personalization helps brands capture attention and foster interest by delivering highly relevant content and recommendations. 

As customers move through the decision-making and purchase stages, businesses can offer personalized shopping experiences, such as customized product bundles, special discounts, and personalized payment options. After the purchase, AI helps companies extend their efforts into customer support and retention efforts. Personalized follow-up emails, tailored loyalty programs, and proactive customer service based on individual behavior and preferences help maintain engagement and satisfaction. 

Hyper-Personalization and Chatbots: A Perfect Partnership

Chatbots can provide instant support and engaging interactions at any time of day. When combined with hyper-personalization, these chatbots can deliver tailored responses and recommendations that align with the unique preferences and behaviors of each customer. They can also anticipate customer needs, offer relevant solutions, and guide them seamlessly through their journey. This results in a more efficient, satisfying, and engaging customer service experience.

By consistently delivering personalized interactions, these chatbots create a sense of individual attention and care that strengthens the emotional connection between the customer and the brand. For instance, a chatbot can remember a customer’s previous inquiries and preferences, allowing for a more cohesive and relevant conversation during future interactions. Additionally, chatbots can proactively reach out to customers with personalized offers, updates, and reminders, ensuring they feel valued and appreciated. 

In an era where customer expectations are higher than ever, AI offers a transformative approach to delivering exceptional experiences. Steven Kawasumi wants business leaders to understand that embracing artificial intelligence will position their companies at the forefront of innovation and customer-centricity.

Published by: Holy Minoza


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