The All-England Lawn Tennis Club's decision to replace Wimbledon's human line judges with AI significantly alters customer experience, making it more accurate while affecting traditions.
As customer expectations rise, with 86% willing to pay more for great experiences, marketers must balance the technological advancements of AI with essential human connection.
Lynn Hunsaker states, 'You have to have an entrance and an exit ramp for your customers,' emphasizing the need for marketers to understand the entire customer experience.
AI in customer experience is dual-sided, comprising visible AI that interacts directly with customers and invisible AI that optimizes processes and personalizes experiences unseen.
Collection
[
|
...
]