I would like to introduce you to a module I have been working on that will help you gain an understanding of how to break down the path of AI Maturity as it relates to AI-human customer experience.
This will help clarify the stage you are currently at and what needs to be done in each stage to grow.
What does the term ‘AI Maturity Level’ mean within the context of our AI-human customer experience?
AI Maturity Level refers to the extent to which an organization has integrated AI technologies and best practices into its AI-human customer experience strategy while safeguarding human creative thinking.
AI-human customer experience is a business approach where AI technologies and practices play a significant role in enhancing customer interactions and satisfaction.
We need to remember that even though I am saying “business approach” there isn’t really a choice here as this is the only approach that will enable organization to answer new evaluation in customer experience expectation and the emergence of AI into our workforce.
AI Maturity Stages
The stages of AI Maturity within our AI Human Customer Experience Level can be categorized as follows:
Stage 1 : Experimental Stage:
At this initial stage, the organization is exploring the potential of AI in the context of AI-human customer experience.
There might be some ad-hoc AI experiments or pilot projects to test the waters and understand how AI can be utilized to improve productivity and efficiency only at this stage within the AI-human customer experience.
The success of this stage could be measured by a few parameters:
- Inserting customer feedback loop and seeing consistent raise in positive feedback.
- Number of changes inserted to the original plan within a set time frame, this will be our indicator that human creative thinking is maintained.
- Training process – we will need to measure the time it takes to train people to use the AI as a key parameter that indicates how fast we can claim the maturity level.
Stage 2: Implementing Tools for Productivity and Efficiency:
As the organization progresses, it begins to integrate AI-powered tools and solutions to boost productivity and efficiency.
These tools encompass a range of AI-driven applications, such as analytics platforms, automated customer support, personalized onboarding experiences, and recommendation engines, all designed to gain deeper insights into user and human employess behavior and preferences.
This stage serves as the bedrock for our AI human customer experience.
I strongly advocate a viewing of AI not merely as a productivity tool but as a crucial stepping stone, a phase in which you lay the foundation for the larger vision you can not even start to envision without getting your hands dirty 🙂
By taking this approach, you will implement your AI investment based on best practices and principles provided by vendors who currently champion only productivity perspective in order to have a bigger vision.
Stage 3 : Defining you AI-Human Customer Experience vision:
At this stage, we attains a clearer understanding of how AI can seamlessly integrate into the AI-human customer experience by addressing the following key aspects:
- What is the envisioned customer experience we aim to provide?
- Achieving the right balance between AI and human involvement at various touch points along the customer journey.
- Establishing and maintaining a harmonious, productive work environment that leverages the strengths of both AI and human counterparts.
- Strategizing customer survey initiatives.
- Considering HR-related elements such as recruiting new talent, updating roles and responsibilities, implementing change management procedures, and enhancing training processes.
- Developing a five-year growth plan to meet the organization’s targets.
With the desired customer experience in mind, we define a vision that outlines how AI-powered enhancements will deliver this experience.
This vision serves as a guiding light, steering the development and implementation of AI technologies and change process to create the AI customer experience we aspire to offer our customers.
Stage 4: Creating Company-Supportive Processes:
Now that we have a defined vision of what we desire to achieve, let ‘s start To fully embrace AI in AI-human customer experience, the organization needs to create processes that support AI initiatives and protect human creative thinking for the human team supporting our AI human customer experience.
This involves establishing cross-functional teams responsible for AI implementation, data governance, recruitment, re-defining job description and responsibility to support our new AI human customer experience startegy, continuous,and improvementing new change management.
These processes ensure that AI projects align with the company’s overall vision and objectives.
Stage 5 : Defining Clear KPIs:
To measure the success of AI-powered initiatives, the organization defines clear Key Performance Indicators (KPIs).
These KPIs are tied to the vision and objectives set earlier.
They provide concrete metrics that help gauge the impact of AI on various aspects of AI-human customer experience, such as user acquisition, activation, retention, and expansion.
Stage 6 :Refining Progress and Identifying Growth Opportunities:
In this ultimate phase of AI-Human Customer Experience AI Maturity, the organization consistently hones its performance by assessing the outcomes of AI implementations against the established Key Performance Indicators (KPIs).
The insights derived from this analysis serve as a foundation for uncovering fresh growth prospects.
Leveraging AI-driven analytics and machine learning models, we gain a deeper understanding of user behavior, detect recurring patterns, and forecast customer requirements.
This approach is what we refer to as “continuiance improvement.”
It ensures that we remain in a state of perpetual evolution, fostering ongoing change and development.
Moreover, when we encounter novel pathways of AI maturity and advancement, we may need to revisit lower maturity levels.
To navigate this journey, we chart a clear roadmap of the essential modifications required to ascend to higher levels of AI maturity and continue our upward trajectory.
Overall, the AI-Human Customer Experience AI Maturity Level is a journey of incorporating AI into the AI-human customer experience and optimizing its usage to achieve the best possible outcomes.
It involves iterative improvements, data-driven decision-making, and a commitment to delivering an exceptional customer experience through AI-powered enhancements.
The biggest drivers of progressing between maturity levels are shifting our mindset around three things:
Centric approach – not having every team create their own experience but have at least one person that is fully responsible for driving and seeing end-to-end complete customer experience.
Overcoming the view of AI as merely a tool rather than a fully integrational part of the team.
Fully commenting on acting on all customer experience feedback, even if you don’t fully understand it, you are committed to at least explore it.
To tie everything together:
In the realm of AI-Human Customer Experience, the integration of AI technologies and practices plays a vital role in enhancing customer interactions and satisfaction.
The AI Maturity Level with in our AI Human Customer Experience consists of several stages, starting with the experimental phase where AI potential is explored through pilot projects.
As the organization progresses, it implements AI-powered tools to enhance productivity and efficiency, ultimately defining a clear vision for AI integration in the AI-human customer experience.
To fully embrace AI, companies must establish processes that support AI initiatives, including cross-functional teams responsible for AI implementation and data governance.
Defining clear Key Performance Indicators (KPIs) is crucial to measure the success of AI-powered initiatives, which are directly tied to the established vision and objectives.
The final stage involves continuous refinement and analysis of AI implementations to identify new growth opportunities and improve the customer experience.”
From me:
I strongly believe that as humans, we need a roadmap to move forward.
When it comes to AI, we’ve often just used it as a tool to get things done more efficiently, without really thinking about where it could take us.
That’s why I’m sharing this framework. It might not be perfect, but it’s a starting point to help us see that AI is about more than just productivity. We’ve invested time and money in it, and we should think about where it’s going.
I hope this gets you thinking about the future of AI in your organization.
If you need any help or have questions, please reach out.
