Customer journey mapping is important to companies that do well, and Artificial Intelligence (AI) use makes it even better. Understanding the needs and wants of customers, and providing them with an optimal experience, can be a daunting task without the help of AI. As technology advances, organisations are now leveraging innovative AI tools to revolutionise their customer journey mapping efforts to better serve their customers.What has been your experience with AI in your organisation? 

Benefits of AI in customer journey mapping

AI-driven insights increase customer service and engagement by understanding customers. AI automation saves time, reduces errors, and gives precise, data-driven customer insights. AI helps to quickly discover customer journey issues and make improvements to meet shifting expectations. It allows organisations to deliver personalised experiences tailored to each customer's needs.

AI in customer journey mapping: present status

AI has become a popular tool for customer journey mapping, but cost is a major obstacle. To secure AI systems, robust encryption and data privacy regulations are needed. Organisations are using AI to map customer journeys, from deep learning algorithms to tailored content recommendations. The use is in the form of machine learning, natural language processing (NLP), sales forecasting, and lead scoring automation. This trend has been on the rise over the last few years and will continue into 2023.

Customer journey mapping: AI challenges and opportunities

AI has the potential to revolutionise customer journey mapping, but organisations must be aware of the challenges and opportunities associated with using it. Data acquisition is a key challenge that organisations must address to guarantee reliable insights. Companies should consider both the advantages and downsides of using AI for customer journey mapping to make informed decisions. While AI-powered customer journey mapping offers automation and personalisation, companies should examine their strategy now to prepare for a significant increase in AI use in 2023 and beyond.

Using AI to improve customer journey experience

AI-driven solutions require less manual input and deliver more customer behaviour insights, but they require high quality data. AI enables organisations to analyse customer interactions and identify opportunities for improvement. Predictive analytics are used to identify repeat and competitive customers. NLP and machine learning algorithms are used to personalise marketing and target consumers. AI streamlines order dispatch, payment processing and account creation and reduces manual activities like customer support, improving efficiency and reducing costs. Average Handle Time (AHT) improves as AI optimises operations in 2023 and beyond.

Examples of organisations leveraging AI to revolutionise customer journey mapping

AI-powered customer journey mapping is changing how companies interact with customers. Leading companies like Google, Facebook and Microsoft have successfully implemented AI solutions to gain invaluable customer insights. It has automated laborious tasks and improved accuracy in delivering customised recommendations. Consequently, this allows for more tailored experiences for individual customers while reducing operating costs associated with manual labour. With usage of this technology set to peak in 2023, it is important that organisations evaluate how they can make use of AI now for them to remain competitive in the future.