Marc Haine explains how AI can create personalized touchpoints without replacing human interaction. He describes a milestone-based framework where AI recognizes when customers or employees reach key moments and initiates tailored communications that meet their specific needs.
How should businesses in traditional industries approach digital transformation without losing the human touch? The one thing artificial intelligence can't do is they can't provide that human touch. But what we can do is we can leverage the technology to create more touch points for our customers. In chapter 18 of my book, I talk about the journey that people are on with us, whether they're a customer or they're an employee. And so, this is where we can now leverage AI and technology to personalize experiences. Understanding that somebody's going to come to a specific milestone in their journey with us and have specific needs, we can design technology to be able to recognize and take advantage of that, to be able to personalize experiences, and to be able to do reach-outs, and to be able to communicate in the way that our customers and our employees require as they hit those milestones.
