We now live in a world where artificial intelligence (AI) understands people’s emotions and sentiments and therefore makes informed and data-driven decisions with the intent of improving customer engagement through personalization.
Personalization begins with empathy. To achieve, hyper-personalization enterprises must first understand customers’ behaviors and intentions then preemptively and proactively intervene in ways that are emotionally suited to specific situations. In doing so, customer-facing employees must both mitigate issues and deliver personalized offers or messaging tailored to customers’ behaviors and interests.
