Artificial Intelligence, Big Data and Customer Mapping are Changing the Customer Experience

Artificial Intelligence, Big Data and Customer Mapping are Changing the Customer Experience


Top business leaders will converge at Talking Stick Resort in Scottsdale, Arizona to share and explore how to Unlock the Customer Experience (CX) Tools of Tomorrow at NextCon. NextCon is hosted by Nextiva one of the leading firms in business communication technology, dedicated to providing a unified customer service experience on the cloud.

A NextCon Sneak Peek: Seeing the Big Picture

Tomas Gorny, the innovative CEO of Nextiva recently explained where the industry stands: “As the totality of data grows to unimaginable proportion, business owners need to understand not only what is available, but how to extract the bits and bytes they need to build a useful data set. On the surface, analyzing data appears to be about making more sales. But, the very core of data science is about enhancing customer experience. Data helps businesses provide better answers, build better products, and market goods and services that customers actually want.”

According to Forrester Research, 72 percent of businesses say that improving the customer experience is their top priority. And, a study from New Voice Media indicates that companies lose more than $62 billion due to poor customer service.

It only makes sense that business leaders of today would make sure they are up to date and using all of the latest technologies that will enhance all of their customer interactions. Customer Experience (CX) is “the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.”

Like many top business leaders and CEOs, Tomas Gorny sees artificial intelligence (AI) as a tool that can help all businesses – not just the industry giants like Google and Yahoo – achieve better results from the mountains of data available to them, making sure that using these new technologies improve rather than annoy each customer’s experience.

NextCon attendees will get to hear and interact with some of the brightest leaders in customer service and technology today. Confirmed speakers to date include: Carol Roth, best selling author and entrepreneur; Nate McMahon, Senior Vice President of People and Technology, The Motley Fool; Brian Solis, Principal Analyst and Futurist, Altimeter; best selling author and entrepreneur; Joey Coleman, Chief Experience Composer, Design Symphony; Micah Solomon, speaker, consultant, and author; Les McKeown, CEO, Predictable Success, LLC; Mike Michalowicz, author of global best seller, and Tomas Gorny, CEO, Nextiva.

Customer Mapping is Golden

Today’s savvy customers, including the Millennial generation, generally know what they want and when interacting with your company, either have questions or need guidance in making the best business decision for their company. As a result, top growth experts are recommending that we change our focus from identifying “touch points” on the consumer decision journey to enhancing experiences throughout.

You know how it is. If a person has a bad experience with a company, often they just can’t keep their mouth shut afterwards. Many of their family members, friends and colleagues often get an earful as they try to talk away their frustration, often rehashing their woes on social media. It’s a fact. The Customer Experience (CX) someone has with your business will determine whether they will buy from you and whether they will stay with you. Its importance cannot be overemphasized.

In the age of Big Data, we’re not just talking about phone communications, but also all of the other ways people exchange information, such as live and automated website interactions. And today, the use of artificial intelligence (AI) and cloud-based VoIP communication platforms is all part of the equation. Intelligent assistants, chatbots and hyper personalization are fast becoming the norm.

AI Isn’t Just for the Big Guys Anymore

Artificial Intelligence is coming to the forefront of how a company creates a better CX. Learning more about how AI can be seamlessly integrated into your company’s customer service process and systems now will keep you at the top of your industry in the future as AI become intermersed with our everyday lives.

A recent article in Entrepreneur magazine discusses the first steps small business owners cam take to adopt AI. John Swanciger writes: “Before deciding if AI is appropriate for your company, you should put on your consumer hat and use the technology outside of work. Test out Amazon Alexa or Google Home to determine what you like and dislike about the devices, and how your own customers might use similar technology to interact with your business. Brainstorm ways you could potentially weave AI into your company and weigh the pros and cons of implementing emerging tech.”  If business owners see some immediate applications, Swanciger suggests developing some AI goals before beginning implementation.

In addition to Nextiva’s VoIP communications customers and partners, the NextCon conference is open to anyone who’s interested in making their business’s Customer Experience (CX) stellar, including business owners, IT professionals, C-level executives, Customer Service professionals and Human Resources professionals. NextCon attendees will be among the first to play with NextOS, the new revolutionary cloud-based customer service platform by Nextiva. NextOS enables business owners to manage all their customer service users, features and billing in one place.

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I handle much of news coverage for tech stocks, and occasionally cover companies in different sectors. In the past, I've written for other financial sites and published independent investment research, primarily on tech companies. I have a B.A. in Economics from Columbia University. I'm based out of San Diego, but grew up in Southern New Jersey. I play basketball and tennis in my spare time, am a long-time (and long-suffering) fan of Philadelphia's sports teams, and alternate daily between using an iPad Air, a Galaxy Note 3, and one or two Windows PCs.