Personalization is the process of delivering a customer experience that fits unique individual preferences. Personalization is typically enabled by Artificial Intelligence (AI) algorithms, which collect and analyze user data and then offer relevant suggestions.
Studies indicate that personalization can prevent cart abandonment, ensure customer loyalty, and increase ROI. A New Epsilon study, for example, discovered that 80% of customers are influenced into making a purchase when served with personalized offerings. Read on to learn how AI is improving the personalization of customer experience.
1. Hyper-Personalized Retail Website Experiences
Retailers and eCommerce companies are using AI to personalize online experiences. The goal is to display relevant, context-sensitive products and offers that will appeal to each customer, based on their history and preferences.
AI can help improve retail customer experience in several ways:
Improve purchasing recommendations—use customer preferences and the behavior of “similar” customers to recommend more relevant products, up-sells and cross-sells.
Increase conversion rate—modify product page and shopping cart behavior to emphasize items or actions most appropriate to the current user.
Share targeted content in real-time—while the customer is visiting the website, and later when executing email campaigns, AI can help push content and offers that are most likely to be acted on by each customer.
An instructive example ...
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