Ann Conway’s Post

Right on: "By equipping store associates with generative AI, they can transition from task-oriented roles to more customer-facing roles, ultimately driving higher sales and customer loyalty." This is exactly what we found in our work designing AI-supported workflows to offload communication tasks from salespeople so that they could focus on meaningful relationship development and increase client sales.

If this feels a little too familiar, come to our webinar on 9/5 and learn how to collect meaningful customer data and deliver personalization that drives behavior. There's only 3 spots left... registration link in comments!

"What kind of customer value do you create? This is not an academic question - it's at the heart of the future of the business and why customers will continue to pay to use your products and services." We're super excited to share fresh thinking on customer experience and business design from our friend Ted Pollari. (link in comments) We see four kinds of customer value that products and services can create - getting clear on what 𝘺𝘰𝘶𝘳 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳𝘴 see as the value (not what you assume they do) and designing for that could literally save the business some day. This framework is a thought piece in progress - we'd love to know what you think, where your product/service fits, and if you think it's worthwhile to have this conversation in your business.

I'm still thinking about a question that came up in a conversation with Dennis Wakabayashi this week: We've been talking mostly about the business value of using AI in the customer experience. But what will it look like in the future when every user is a superconsumer empowered by AI with more knowledge and better decision making? Will that completely upend the landscape for businesses? #cx #AI

Most retailers tag “customer segments”, but don’t track the human attributes that can distinguish customer needs and create meaningfully differentiated journeys, including: 🥰 Attitudinal drivers 🛒 Shopping journey stage 👠 Product need & context  🤑 Customer lifetime value Learn how to find these signals in your customer data (and what key information you might be missing) at our free webinar on September 5th. 𝐇𝐨𝐰 𝐭𝐨 𝐮𝐬𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫-𝐜𝐞𝐧𝐭𝐞𝐫𝐞𝐝 𝐝𝐚𝐭𝐚 𝐩𝐫𝐨𝐟𝐢𝐥𝐞𝐬 𝐭𝐨 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐢𝐨𝐧 👉🏽 Register at https://lnkd.in/dxRp6FAu #retailtech #cx

Do your personalized journeys still feel a little... generic? Join our webinar on September 5th on how to build rich customer data profiles based on the key differences in customer attitudes and needs that drive shopping behavior (and that most retailers don't track). It's limited to 10 people - registration link in comments! #personalization #cx #retailtech

What a perfect example of how following behavioral data without human insights can lead to bad decisions. Nike reorganized the business around demographic product categories and a direct to consumer ecomm model, in part because the data was easier to track. Too bad that that ignored the complex ways people make product decisions (functional needs, brand storytelling, context) and the nuanced ways people shop today (omnichannel, all the time). If only some good old design research could have challenged these assumptions. 🏃♀️ 🏃♂️ #retail #cx https://lnkd.in/ezuaqfUy

Product recommendation features often miss what users really want, and fail to convert. So why do retailers use them so often? #retailtech #AI #cx

Way too often, personalization models assume they know what users want and don't ask for their input. What a mistake! Often one or two pieces of information would allow for truly differentiated experiences. Redfin asked me these two simple follow up questions, and was able to perfectly capture what I'm most interested in and how I want them to engage with me next. It doesn't always have to be that hard! #personalization #cx

I'm moderating a panel on "AI for CX Success" at the Experience Led Growth Summit and I want to know, what's on your mind that you'd like to hear us discuss? Join us for free on 9/18: https://lnkd.in/g2ZJ2mbG