To fully leverage AI in CSM platforms, the article suggests that companies should focus on making the CSM a single source of truth for customer data, investing in enhanced security and compliance, and supporting solutions accessible to all consumers. Ensuring data accuracy and integrity is crucial for personalization, while compliance with international regulations protects customer data. Additionally, CSM solutions should cater to diverse customer needs with multi-tenancy and multilingual support, ensuring correct translations and dialects for global audiences.
Key takeaways:
- B2B companies are increasingly expected to provide consumer-level customer service, with AI enhancing customer experience management (CSM) solutions.
- AI can automate customer service processes, predict potential issues, and identify upselling opportunities, improving efficiency and customer satisfaction.
- Organizations should ensure their CSM serves as a single source of truth for customer data, with regular audits to maintain data integrity and compliance with standards like SOC 2.
- Global enterprises must support diverse customer needs with accessible CSM solutions, including multi-tenancy and multilingual support, while ensuring accurate AI translations.