EXCITE
BUYERS

AI and Gen AI are not only able

to deliver hyper-personalized support but will also boost productivity and produce

growth opportunities

As consumer preferences evolve, retailers must continuously innovate and adapt their technology to include the latest features and capabilities that meet user demands and ensure new product offerings align with market advances. But this must now also be combined with the latest online digital experience to nurture, curate, and excite potential buyers.

MULTIPLE BENEFITS

The key to delivering these enhanced experiences will be the deployment of AI and Generative AI to create hyper-personalized, interactive, decision-making support.

The productivity impact of Gen AI is expected to be particularly strong in the customer experience area — both for internal tasks supporting customer experience as well as direct customer interactions.

GEN AI CAN HELP ALONG THE CUSTOMER JOURNEY

Gen AI offers new growth opportunities across the entire

customer journey. It will not only increase productivity and

boost sales but vastly improve customer satisfaction. AI-driven personalization transforms interactions with consumers, meeting and exceeding expectations at every stage of their journey – from awareness to advocacy.

THE JOURNEY BEGINS WITH AWARENESS

Capturing customer attention is crucial.

Gen AI enables personalized communication and the creation of engaging content, such as product descriptions and service manuals.

By using Gen AI technology, retailers can produce better, more engaging product descriptions that highlight key features and benefits, making first interactions memorable and impactful.

IT LEADS TO CONSIDERATION

As consumers explore options, Gen AI

improves their search experience through advanced search bars and guided conversational chatbots, supporting product selection. Dynamic website content that adapts to user behavior ensures a relevant and engaging browsing experience.

Personalized banners and other website components can automatically update based on what users click on or type in the search bar, making the shopping journey seamless and intuitive.

THEN THE PURCHASE

At the purchase stage, Gen AI provides seamless virtual assistance for customer service needs, from payment queries to warranty information. Personalized checkout content offers targeted upselling opportunities, suggesting complementary products or accessories like lenses for a camera body.

This dynamic content ensures that the final stage of the purchase is as smooth and beneficial as possible, increasing order value and customer satisfaction. It keeps the sale on track.

RETENTION BUILDS

Maintaining customer loyalty requires ongoing engagement and post-purchase activity is supported

by Gen AI.

Personalized follow-ups based on customers' purchase history and preferences can be delivered in various ways like email or SMS, using Gen AI to produce highly tailored content that keeps customers engaged long after their initial purchase.

This will not only show you care but build long-term trust and loyalty.

ADVOCACY FOLLOWS

Turning satisfied customers into brand advocates is the ultimate goal. Gen AI supports this by analyzing customer feedback to enhance overall experiences and improve future products.

By fostering personalized experiences that encourage word-of-mouth promotion and community building, Gen AI helps retailers build long-term value and loyalty.

INTERNAL BENEFITS AS WELL

While Gen AI boosts customer-facing aspects of retail, internal benefits are equally transformative.
It can drive efficiency and innovation across the organization.

Market Research Analysis:
New products need lots of time-consuming feedback and research.
Gen AI accelerates this by quickly looking at data, finding trends, and giving useful insights to help make new products faster and better.

Customer Service Support:
Gen AI helps by finding information, summarizing customer questions, and creating responses. This makes services quicker and more accurate.

THE DOUBLE BENEFITS OF GEN AI

Gen Al can help generate new hyper-personalized content and provide highly relevant recommendations based on an excellent understanding of natural language.

It can drive bi-directional conversations, to enable better and faster decisions.This is driven by technical ability and lower Al computing costs, which will fall even further.

The benefits of Gen Al to a retailer also show significant improvements to the most important KPI metrics:

Productivity
Sales
Satisfaction

Turn the page to find out how this happens

_{PRODUCTIVITY WILL RISE DUE TO:}

Automated responses
Self-service solutions
Data-driven insights
Inefficiencies removed by call & process analysis

_{SALES WILL RISE}
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Personalized product recommendations
Interactive and engaging marketing content
Automated lead generation and nurturing processes
Analysis of customer data for up- and cross-selling opportunities

_{CUSTOMER SATISFACTION WILL RISE DUE TO:}

Consistent and reliable interactions
Personalized communication
Quick and accurate responses via optimized chatbots
Self-service solutions
Tailored product recommendations

THESE GAINS MEAN TANGIBLE BENEFITS

Gen AI means 80%

of customer interactions can be solved automatically

Gen AI sees a 3% - 5%

increase in online revenue

Gen AI-powered

customer service creates a 20% increase in customer satisfaction

WHERE WILL GEN AI MAKE THE BIGGEST DIFFERENCE TO YOUR BUSINESS?

CUSTOMER EXPERIENCE
EMPLOYEE PROFESSIONALISM
REVENUE GROWTH