Gartner Research

5 Steps to Understand Customers More Efficiently Through AI

Published: 24 January 2019

ID: G00383095

Analyst(s): Jessica Ekholm

Summary

Through 2021, organizations must elevate the customer experience to being as important as pricing and the product. Application leaders should follow five steps, including formulating the CX strategy and choosing the most suitable AI solution, to get faster, real-time understanding of customers.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Step 1: Formulate Your Customer Experience Strategy
  • Step 2: Map and Analyze Your Customer Journeys
  • Step 3: Familiarize Yourself With the AI Solution(s) Suitable to Understand Your Customers — Faster and More Efficiently
  • Step 4: Decide Whether to Build or Buy
  • Step 5: Track and Measure Success

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