Customer Experience
CX
The overall perception customers have of their interactions with a company. AI and automation can dramatically improve CX through personalisation, speed, and consistency.
In-Depth Explanation
Customer Experience (CX) encompasses all interactions between a customer and a company, shaping perception and loyalty. AI and automation are transforming how businesses deliver exceptional CX.
CX components:
- Discovery: How customers find and learn about you
- Purchase: The buying process and experience
- Onboarding: Getting started with products/services
- Support: Help and problem resolution
- Retention: Ongoing relationship and loyalty
AI CX applications:
- Personalised recommendations
- 24/7 intelligent support
- Predictive issue resolution
- Sentiment analysis and routing
- Automated follow-ups
- Voice of customer analysis
CX metrics:
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- First contact resolution
- Time to resolution
Business Context
CX leaders outperform CX laggards by 80% in revenue growth. AI enables personalised, fast, consistent experiences at scale - previously impossible.
How Clever Ops Uses This
We help Australian businesses transform customer experience with AI, from intelligent chatbots to predictive service and personalisation.
Example Use Case
"AI-powered support that recognises returning customers, predicts their issue, and offers proactive solutions - reducing effort and increasing satisfaction."