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“An opted-in, highly engaged audience that enjoys real-time service from preferred brands will set the foundation for the ROI that businesses need to see.“

Much of the buzz about the potential for artificial intelligence to transform retailing has little to do with reality. Here are some insights into how retailers can use AI today, and how to avoid getting sucked into hype-driven initiatives.

“We’re using AI not only to support customers in their transactional needs — like ‘Where’s my package’ or ‘Can I return a product?’ But we’re also using [bots] to acquire them again,” says Aarde Cosseboom, of TechStyle Fashion Group. “Some of our customers [contact us] to cancel, and we actually retain them with our AI machine learning bots.”

The Ridge, a digitally native online retailer of proprietary, streamlined carbon fiber products such as wallets, phone cases, and backpacks, has chosen Linc’s AI-powered platform to provide shoppers with a cohesive experience across the whole buying experience.

“When working with an emerging technology – like voice-activated AI, for example – it is easy to get one’s head turned by novelty. The experience itself is highly novel – not to mention unique, noted Luke Starbuck, vice president of marketing at Linc Global – because unlike other attempts at digital navigation, it is not centered on a screen.”

“Instead of trying to stop returns altogether, retailers need to spend their energy embracing the natural behavior of returning as an opportunity to increase engagement and customer loyalty.” –Luke Starbuck, VP Marketing, Linc

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The effect Amazon’s stranglehold has had on competitors has not escaped the attention of higher-ups in government.

The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods and data are the building blocks — and perhaps the limiters — on the quality of every customer experience. To deliver experiences that will win customers back time and time again, brands are digging deeper than polished scripts, perfected web pages and better-branded communications.

Instagram has long been a place for users to discover new brands through organic content and paid ads. Thanks to a new tool, users can now complete the entire customer journey without ever leaving the app.

In most circles, the word “bias” has obviously negative connotations. Regarding the media, it means news is slanted one way or another. In science, it means preconceived notions led to inaccurate conclusions.

Retailers are finally grasping the significance of automated customer-service platforms and are ready to unleash them on the world.

Many business leaders focus on acquiring new customers when trying to grow. Although that’s an important component, it’s even more critical to retain the ones you have and give them a connection to your brand. Yet too many companies neglect this key concept of customer loyalty.

“Still, the Best Buy-Amazon partnership for Smart TV sales brings the companies closer than they had ever been before, according to Luke Starbuck, vice president of marketing at customer care automation platform Linc.”

The era of noreply@brand.com is over—and the time for automated, conversational communications has arrived. Today’s consumers expect more from their most loved brands, and companies must evolve to deliver real-time engagement that satisfies customer needs and wants.

“PureFormulas selected the Linc platform for its commerce-specialized natural language understanding, allowing the e-tailer to avoid the expense of developing a custom-built AI solution. Since launching AI-based, automated customer service, PureFormulas has seen increased customer engagement and conversions across more channels, improved customer experience as a result of instant order information and quicker resolution of questions, and heightened engagement from personalized recommendations and better access to customer data.”

“A company’s triumph in the modern “system” era depends more on customers’ experiences than how that company presents its brand. Consumers, then, shouldn’t have to decide between the “what” and the “how” of a brand: An engaging, interactive relationship is what’s needed to make customers feel that they’re a part of the organization.”