From Efficiency to Personalisation: The Impact of AI on Employee and Customer Experience

For organisations looking to strengthen their business posture, AI can be a powerful solution to improve customer and employee experience.

No matter their industry, customer and employee experience are top priorities for many organisations. Long-term business success hinges on the ability to personalise customer and employee experience through services that strengthen loyalty and retain staff, creating an unparalleled advantage against competitors. 

However, complex workflows, fragmented data, and siloed teams that are difficult for employees to navigate are hindering this process of efficiently responding to customer queries; the rise of AI offers a solution for businesses in need of innovation and enhanced data analytics to counter these problems.

“AI is not just a technological advancement; it’s a strategic asset or organisations seeking to thrive in today’s technology-driven world,” said Mark Appleton, Chief Customer Officer at ALSO Cloud UK. “With 42% of organisations considering AI tools as the most critical business project, IT leaders are heavily pursuing an AI strategy that optimises resources while bolstering their processes.

“If integrated into their operations correctly, it can streamline workflows, tailor customer experiences, and anticipate market trends with greater accuracy to give the competitive edge necessary to increase efficiency and revenue.”

AI’s most immediate benefits are increasing operational efficiency through process optimisation and error reduction, achieving unprecedented productivity levels.

“AI tools can handle routine tasks by automating task allocation, monitoring progress, and identifying bottlenecks. For employees burdened with multiple tasks, this reduces operational costs and mitigates human errors while freeing up valuable time for employees to focus on strategic and creative tasks. This mindset is crucial to generate ideas that contribute to long-term growth and profitability.

“Through analysis of business data, AI can also anticipate future needs by identifying trends, predicting customer behaviour, and determining the effectiveness of different strategies. By leveraging these crucial insights, businesses can stay ahead of competitors by adjusting their approach to meet market demands and make data-driven decisions that achieve higher revenue.”

Appleton goes on to describe how these analytics can also offer personalised experiences for customers and employees through their preferences and behaviours.

“Empowered employees are the foundation of exceptional customer experiences and the correct AI tools can offer personalised experiences to both customers and employees by analysing their references, feedback and behaviours.

“This personalisation can be put in place in work processes as well as tailored customer service, resulting in a dramatic reduction in workflow friction. Businesses can understand their customers’ needs and preferences more accurately, leading to better product development, customer service strategies and positive customer experiences.”

One of the biggest obstacles IT leaders face however, is inadequate scoping of the AI tools available to adopt and deploy. Without clear and defined objectives, these AI initiatives will fail to address the specific challenges of the business.

“The reality is today that most companies are still in their experimental phase, focused on quickly onboarding the best and most recent AI tools. However, a common shortcoming we’ve seen is AI implementation needing to be consistent with business needs, resulting in misspent time and money that could be leveraged more effectively if using a technology partner.

“Technology partners can offer various solutions that integrate seamlessly into existing workflows and simplify the customisation process of selecting the right AI vendor and tools. This enables businesses to make impactful selections without choosing from various complex custom vendors.

“With expertise and understanding of industry-specific challenges, technology partners can act as a trusted advisor to guide businesses towards the AI solution that fits their business objectives and is consistent and personalised according to the organisation structure.”

Mark concluded, “Businesses are gradually building their AI capabilities and realising its potential to empower customer experiences but integration with existing frameworks is crucial. IT leaders must consider the cost and practicality of their chosen tool to evaluate how it can improve the overall efficiency of the business and generate revenue. The right technology partners can provide an array of solutions and reliable advice that simplifies the process of choosing an AI tool tailored to your business needs. “With the right technology provider to guide the process and select a compatible AI tool, IT leaders can maximise efficiency and streamline their business towards strategic advancements.”