Embracing AI at your own pace.
Artificial Intelligence (AI). It’s everywhere.
AI is embedded in your internet search queries, it powers your social media preferences, and at times, it poses as a live (and impressively empathetic) agent on customer service calls.
AI in customer communications is expected these days, and referring to it as intelligent almost feels like an understatement.
While some argue it’s still in its early stages, businesses in highly regulated industries are demonstrating greater enthusiasm about integrating AI technologies into their operations. For example, a financial institution will likely explore digital transformation in customer support with conversational AI Chatbots that go beyond limited responses to standard queries, potentially reducing customer friction. Past fears, such as “robots taking over,” are fading, and they’re being replaced by more practical discussions around the value AI delivers.
The Evolution of Digital Transformation in Customer Communications
Remember when going paperless was the primary goal of digital transformation?
Today, AI has pushed that evolution even further, propelling digital adoption and redefining it as a vehicle that reshapes the customer experience. It doesn’t just replace paper; it harnesses your customer data to create more intelligent, personalized experiences, bridging the empathy gap between your business and the people you serve. It streamlines workflows and creates efficiencies, allowing you to operate with greater accuracy and speed.
The modern consumer expects even more convenience and personalization, and businesses recognize that AI enables them to meet these expectations.
But adopting AI can be a big undertaking, depending on where you are in your digital transformation journey. While some organizations are already implementing AI at an enterprise level, others are just beginning–and that’s okay!
Laying the Groundwork for AI in Customer Communications
You don’t need to adopt AI all at once. A phased approach, where you can test, learn, and iterate, is often the best strategy.
Following these pillars can set you up for success.
Define your strategy.
Understand how AI aligns with your business goals. What do you want to transform, and why?
Establish a center of excellence.
AI demands technical expertise. A centralized team or hub ensures you align AI implementation and use with your business goals.
Set clear objectives.
Define goals specifically related to AI within your business context. What role will AI play in fulfilling your communications and customer experience objectives?
Target specific use cases.
Whether you’re struggling with content accuracy or you’re at a stage where customer engagement is a more pressing concern, identifying areas that require the most improvement should be your primary focus.
Build governance into your systems.
AI is constantly evolving. Adopting it for the management of your regulated communications requires ongoing supervision and the flexibility to adjust your AI models when needed.
Feed your AI.
AI technology thrives on data. Initiating a thorough review of your data, breaking down data silos, and making that data accessible are important early steps in AI deployment.Did you catch our webinar on laying the groundwork for AI adoption?
Data is Everything in Customer Communications Management
Data is the blueprint for a solid AI framework. But not just any data.
You must start with a data analysis to filter out unusable information so that your use cases have the greatest potential to meet and exceed your strategic goals. And if this sounds like a daunting task, here’s where a trustworthy, data-centered CCM provider can help.
These types of providers can unlock the full value of your data by identifying where it can make the greatest impact in your customer communication strategy, and how you can use it effectively across the customer journey. From onboarding to ongoing engagement, it becomes possible to ensure that your data is not just stored securely but is being leveraged to promote the best engagement with your customers.
It’s also important to align with a CCM provider that understands your business. For organizations in highly regulated industries, your CCM partner should also understand the challenges of using data to create communications that are compliant with regulatory standards.
An experienced CCM provider won’t view compliance as a limitation to engagement. Instead, they’ll work with you to uncover creative ways to enhance the customer experience when reviewing your data.
Ready to learn more about AI adoption in customer communications? We’ve got all the details you need to get started.
When it Comes to AI: Start Small, Dream Big
AI in customer communications is having its biggest impact yet – streamlining operations and enhancing the customer experience. But adopting it doesn’t have to be overwhelming. With the right foundation, which includes a clear strategy, strong governance, and a customer-focused mindset, your organization can begin unlocking real value from AI in a way that’s secure, compliant, and ahead of the curve.
It’s not about doing everything at once, it’s about making smart, steady progress. And when you’re ready, the opportunity to transform how you operate your business and connect with your customers will be right in front of you.
