Artificial Intelligence puts the focus on the customer for a good shopping experience

The customer-centric approach is changing the way companies operate and relate to their consumers. Prioritizing the experience at all stages of the buying process, this method seeks to understand the needs and expectations of buyers.

This strategy is corroborated by data from the CX Trends 2023 report. The survey showed that 87% of consumers value a good experience during service. On the other hand, 65% of respondents stated that they have already given up buying from a store or brand after having had a bad experience. 

For Alan Nicolas, AI specialist for business and founder of Academia Lendar.I.A, knowing the customer is the first step to ensure a good experience. “It is critical that companies understand the customer journey to offer a service of excellence. Artificial intelligence can help in this process, providing valuable insights into consumer behavior”, he says

The customer journey

Mapping all interactions between the consumer and the company, from product discovery to after-sales, allows identifying critical points that can be improved to ensure customer satisfaction and loyalty.“Companies that adopt this practice can anticipate the needs of their customers, offering customized solutions that increase loyalty and boost sales”, he says.

Alan states that with current technology, it is possible to analyze large volumes of data to understand customer behavior patterns.“Sse movement enables companies to meet current demands and predict future trends by proactively adjusting their marketing and service strategies”.

Practical applications

Companies from various industries have successfully implemented the customer-centric approach.In the e-commerce industry, for example, many platforms use recommendation algorithms that analyze the purchase history and navigation of users to suggest relevant products, improving the shopping experience and increasing the chances of conversion.

In addition, the service has advanced with the help of Artificial Intelligence tools, such as chatbots, which offer immediate support.“Chatbots are able to solve common problems quickly, allowing human attendants to focus on more complex issues. This balance between technology and human service is critical to maintaining a high level of customer satisfaction”, comments Nicolas. 

Challenges and opportunities

Despite the benefits, implementing a customer-centric approach is not simple.It requires investments in technology, employee training and a focused organizational culture. 

For the expert, companies that can overcome these challenges have the opportunity to differentiate themselves in the market. “Those who really understand their consumers and adapt their strategies are one step ahead of the competition.This translates into greater customer retention, increased sales and, consequently, better financial results”, he notes. 

Alan Nicolas points out that companies that have not yet prioritized the customer need to adapt quickly, at the risk of becoming obsolete.“Consumer focus is not a choice, but a necessity. Companies that ignore this trend risk falling behind”, he concludes.