How artificial intelligence is driving better customer experience platforms

Michael Buckley Artificial intelligence is ushering in a new era of customer experience management platforms that unite the online and offline experience, Accenture’s chief claims. The rapid shift in consumer expectations thanks to digital connectivity has driven a dramatic change in the way businesses integrate digital marketing strategies to drive engagement and revenue. As a result, the traditional Web content management system (WCPS) is being replaced by the new concept of an ‘experience platform,’ an all-encompassing platform that includes content personalisation, deep analytics, customer profiling and multivariate testing. “The way we are behaving as consumers is completely changing, and has moved to what we call this ‘experience platform’,” Accenture Interactive A/NZ managing director, Michael Buckley said. Thanks to advancements in computer science, including deep neural networking, along with the lowering…


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