Improving customer experiences through personalized interactions, predictive analytics, and streamlined insights.
Integrating insights from diverse data sources, leveraging AI’s personalization power, and adopting digital transformation tools are transforming how businesses interact with their customers.
By providing a more unified understanding and view of customer journeys, businesses deliver not just better services but also memorable experiences that foster loyalty and drive success.
Yet accessing and integrating those insights to improve the customer experience can be quite challenging—from data stored in disparate locations to data quality concerns (e.g., having to spot-check things).
We might even paraphrase English poet Samuel Taylor Coleridge: “Data, data everywhere, nor any drop to drink.”
“The thing we hear the most is, ‘I’ve had all this data. It’s in a bunch of different places. It sucks. I can’t pull it all together.’”
Brian Alvey, CTO, WordPress VIP
Marketing clouds. Commerce clouds. Data repositories. Google Analytics. Content analytics tools.
Integrating insights from all kinds of data sources facilitates a unified and comprehensive view of the customer journey, enabling businesses to deliver personalized and relevant interactions that significantly boost customer engagement and satisfaction.
In fact, it almost sounds like alchemy of sorts.
Fittingly, that was one of the grand themes from our session Crafting Enchanting Customer Journeys With AI, Data, and Digital Transformation Tools at the recent Disney Data and Analytics Conference, featuring a panel with speakers from 10up, News Corp, and WordPress VIP.
“Ultimately my real title is custodian, alchemist, and storyteller… within the data journey, from integration all the way to the experiences that we create for users. Some of it is magical, like alchemy.”
Manu Singh, Vice President Data Science & Analytics, News Corp
Companies like Salesforce, for example, leverage multiple data clouds, such as marketing and commerce clouds, to process and analyze data effectively and inform decision-making.
Meanwhile, Google Analytics can help marketers analyze customer behavior across various touchpoints, such as websites and mobile apps.
But what if those insights could be integrated with other data to help marketers better understand and optimize search performance?
For example, Parse.ly’s integration with Google Search Console provides valuable keyword data and Google Discover data to help those marketers better understand and optimize search performance.
Speaking of optimizing the user experience, Parse.ly’s Data Pipeline enables organizations to pump content data from Parse.ly into a BI tool with another data source to do deeper analysis of aggregated datasets.
Analyzing and synthesizing data from various data sources allows businesses to offer highly personalized experiences for customers. For example, by leveraging past behaviors, companies can send tailored push notifications and emails that resonate more effectively with individual customers.
This level of personalization ensures that customers receive content and offers that are most relevant to their interests and needs, enhancing their overall engagement with a brand.
But there’s a balance, of course, to more and more personalization, especially when using AI. Users expect the resulting experience to be useful and ethical without being intrusive or creepy.
“If you’re using AI, make sure you can explain how it got to the conclusion it did. I think [explainability] is super important in terms of ethics.”
Manu Singh, Vice President Data Science & Analytics, News Corp
Speaking of personalization and AI, the Parse.ly API helps marketers add related content recommendations to websites by using AI to semantically analyze a story’s content to find others that cover similar topics and would be interesting to visitors.
AI excels in predicting customer needs and behaviors, which is crucial for businesses aiming to stay ahead of customer expectations.
How?
Through techniques like sentiment analysis and customer segmentation, AI can help identify key trends and patterns in customer data, which helps businesses predict customer needs and preferences accurately.
These insights enable businesses to craft targeted marketing strategies and optimize user experiences, ensuring that every interaction is both impactful and meaningful.
Speaking of predictive analytics and AI, our Content Helper helps content creators optimize audience engagement by leveraging content performance data to get bespoke suggestions such as related links, story titles, and metadata—all from the WordPress CMS Block Editor where they work.
Organizations are harnessing the power of AI and data to enhance customer experiences.
For example, the Tony Robbins organization collaborated with Steno AI to develop a “Tony bot,” a well-received virtual version of Tony that allows users to interact, ask questions, and receive responses as if conversing directly with him.
The AI-driven approach not only organized a vast amount of Tony’s extensive motivational content, including books, podcasts, live presentations, and articles, but also made it easily accessible, providing users with direct insights from him.
Meanwhile, Meow Wolf, an arts production company that creates “immersive, multimedia experiences that transport audiences of all ages into fantastic realms,” used AI to merge web data from ticket purchases with mobile app data and location data.
This integration enabled Meow Wolf to connect the entire customer journey, delivering timely push notifications during visits and tracking visitor attendance at the event location. This approach significantly enhanced the overall customer experience by ensuring a more cohesive interaction.
WordPress VIP’s API Mesh takes the hassle out of integrating multiple backend systems and APIs, putting data and content from other systems into the hands of your practitioners, without compromises.
The VIP API Mesh makes backend data available right in the WordPress Block Editor, the world’s most intuitive content editing experience, so marketers can launch campaigns faster, and developers can be innovators.With API Mesh, developers can make one GraphQL query and retrieve all the data they need across systems. Find out more about API Mesh.
Author
Greg Ogarrio, Content Marketer—WordPress VIP
