@BRIANSOLIS

“I love calling customer service
and working with automated attendants.” - Said no customer ever

“It's hard to overstate how
big of an impact it's [AI] going to have on society over the next 20 years." - Jeff Bezos, Amazon

We are becoming a society
of digital introverts. We communicate differently. We think and act differently. We experience differently. Our expectations and values have forever changed and continue to do so. Now what? @briansoli s

Progressive customers are forced into
reluctant relationships with businesses because they expect them to conform to legacy technology platforms and old think when it is the company that needs to conf to new behaviors and expectations.

Companies are considering AI in
customer service, e-commerce, and even conversational commerce applications. But all will be for not, if we don’t change our perceptions of customer behavior and expectations, how they prefer to communicate, what they value, and what defines a desired experience.

“I don’t want to call
you or go in person to talk to you unless I ABSOLUTELY HAVE TO! Communicate with me the way I talk to everyone else.” – your customer

The home screen has acted
as the de facto portal on mobile devices since the arrival of the iPhone and even before. Messaging apps, with context and time, have a chance to rival the home screen as the go-to place for interaction. - Mary Meeker

Intelligent consumer-facing products are changing
the standard for customer experience and user experience. AI is ushering in a revolution in UI and capabilities, helping companies scale engagement while introducing new value to consumers.

Iteration vs. Innovation AI represents
an opportunity and a risk in CX. We can’t simply design intelligence on top of legacy philosophies and platforms for customer engagement.

AI is coming to life
in more than just messaging apps and IoT devices, intelligent robots are also turning science fiction into reality in CX. Pepper powered by IBM’s Watson and Softbank fuses AI, EQ (emotional intelligence) and CX. It is experience architects who make an experience with Pepper value-added, not creepy and delightful.

CX Vision Technology Experience Architecture
Integration Agility Learning Pillars of AI/CX AI/CX Roadmap

AI’s greatest potential is when
it aligns with known AND unknown intent. The UX and UI you designed to plug into the back-end experience that you have. The experience I expect so why doesn’t your UX and UI work like everything else I use. Srsly. Why isn’t

While in Madrid at the
Digital Enterprise Show, Labesh Patel, Chief Data Scientist at Abzooba shared a simple but poignant example that demonstrates how AI can solve everyday friction in customer experience. The point is that using customer intent as an input for design, AI can deliver a new generation of CX beyond chat, commerce, service, et al.

Conversational Commerce AI is cultivating
a new generation of conversations, engagement and in turn, facilitating more pleasant and productive customer experiences. This gives way to a collaborative form of conversational commerce that’s much more significant that sales or transactions. Here, engagement is a currency.

Customer engagement is an investment,
not a cost center.

X MARKS THE SPOT: CONNECT
POINT A TO POINT X Xthebook.com AI and conversational commerce require experience architecture. Engagement, conversations, direction, click paths, everything must be thoughtful, integrated, simple…and humanized. UX + UI = X (experience). Experience design is more important than ever before.

Yes, robots and AI will
one day affect your job. But if you think about it, businesses have managed employees as robots for decades. They operate in aging paradigms using dated processes with performance held to antiquated measures. They’re discouraged from taking risks, talked to as a workforce, and expected to develop within the confines of yesterday’s business models and all that governs them. Your destiny, value and legacy are yours to define. You won’t let those robots defeat you. @briansoli

While AI stands for Artificial
Intelligence, it’s purpose is to scale human engagement because no one ever loved an experience with an automated attendant

Brian Solis brian@altimetergroup.com Altimeter, the
digital analyst group at Prophet briansolis.com @briansolis Linkedin.com/influencer/briansolis Facebook.com/thebriansolis