How AI Can Build Trust with Digital-First Consumers

In today’s digital-first consumer landscape, offering consistent and tailored experiences is table stakes for brands of all sizes across the B2C and B2B divide. Being in the right place, at the right time, with the right touchpoint is critical. Indeed, any interaction that falls short of expectations could lead to reputational fallout – an erosion of brand trust, and by extension, an erosion of brand loyalty. A massive 96% of consumers say a negative experience will affect whether they return to a brand again and 12% report they would go elsewhere after just one negative service experience.

To say that modern consumers are a tough nut to crack, then, would be an understatement and so it’s a pivotal moment for CX leaders to double down on offering the seamless, valuable brand experiences that are demanded of them. Here, we explore how brands can tap into the promise of AI-powered search and content recommendation platforms to get on the front foot in this challenge and ultimately deliver significant end-to-end business outcomes.

You’ll learn:

• The state of brand trust and brand loyalty today
• The value that AI-powered relevance brings to an organisation
• How search and content recommendation AI drives personalised experiences
• Use cases of the technology in action