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A CMO’s Guide to Conversational AI

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The link between marketing and customer care

Implementing a conversational AI solution can significantly increase your customer experience. And why should that matter? Well, because a customer’s experience with your brand is marketing in itself. The way your customer care strategy is planned, implemented, and presented to your customers is a direct representation of your company. Your customer care is the face of your brand, so why wouldn’t marketing be heavily involved in its development?

At its core, marketing must be customer-centric. This not only means simply advertising and promoting a product or brand, but truly understanding what your customer wants, and tailoring your brand’s experience to fit those needs. Being able to provide your customers with a personalized experience will not only increase brand loyalty, but can also increase revenue and CSAT scores.

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