We mentioned it earlier, but one thing we should talk a bit more about is AI. When you boil it down, the biggest thing that AI offers you is data analysis. It can analyze vast amounts of information, which can really help inform your customer experience activities. For one thing, it can predict customer behavior and forecast buying habits and demand for products, so you can be better prepared to meet customer needs and ensure products are available to suit demand.

It can also identify a brand’s most valuable customer groups, helping you to provide people with in-depth, personalized messaging and loyalty programs. Any chatbot you use will likely be powered by AI, and if you’re looking to dynamically customize your marketing messaging, say, in emails or on your website, AI will certainly play a part here too.

Customers who use the Starbucks app to order their coffee might not realize it, but AI is working away behind the scenes to recommend a snack to accompany their beverage. The AI combines data about each customer’s known preferences, with information about in-store product availability, the season and local weather conditions. It then uses this data to recommend a tasty treat - giving the customer a great, relevant suggestion that will keep them coming back for more.

AI isn’t the only thing gaining traction in the world of customer experience right now either - there’s increasing chatter about the importance of the metaverse too. As it continues to grow and develop, there’s a trend towards offering customers ‘immersive’ experiences and virtual interactions…

Customers might ‘walk into’ a virtual store selling clothing, sports equipment or furniture, with product displays personalized to only show items that match each person’s interests. They can then experience different products without having to physically go to a store, and can ‘speak’ to virtual assistants to get recommendations and support.

Brands are really starting to get to grips with all the things the metaverse can offer them. Beer brand Miller Lite has even opened up a ‘Meta Lite’ bar in virtual world Decentraland, featuring virtual beers, a jukebox, darts and billiards. The brand used the bar to screen its ‘Big Game’ ad during the 2022 Super Bowl, with visitors reportedly spending 20 minutes at the bar - significantly longer than the thirty to sixty second ad slots normally sold during the event.

AI & the Metaverse

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