{"id":9468,"date":"2024-01-08T12:09:10","date_gmt":"2024-01-08T11:09:10","guid":{"rendered":"https:\/\/www.skopos-connect.de\/uncategorized\/ki-trifft-cx-entwicklung-praxisbeispiel-und-umsetzungstipps"},"modified":"2025-02-20T10:49:52","modified_gmt":"2025-02-20T09:49:52","slug":"ai-meets-cx-development-practical-example-and-implementation-tips","status":"publish","type":"post","link":"https:\/\/www.skopos-connect.de\/en\/news\/cx\/ai-meets-cx-development-practical-example-and-implementation-tips","title":{"rendered":"AI meets CX \u2013 development, practical example and implementation tips"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-locs2dg7-8560486669560ffddb0b5aa619959630\">\n.avia-section.av-locs2dg7-8560486669560ffddb0b5aa619959630{\nbackground-repeat:no-repeat;\nbackground-image:url(https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/ki-trifft-cx.jpg);\nbackground-position:50% 50%;\nbackground-attachment:scroll;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-locs2dg7-8560486669560ffddb0b5aa619959630 main_color avia-section-default avia-no-border-styling  avia-builder-el-0  el_before_av_section  avia-builder-el-first  av-small-hide av-mini-hide avia-full-stretch avia-bg-style-scroll av-minimum-height av-minimum-height-70 av-height-percent  container_wrap fullsize'  data-section-bg-repeat='stretch' data-av_minimum_height_pc='70' data-av_min_height_opt='percent'><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-9468'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-aga396-c06e4889ebb2230f29d3db2683b8584b\">\n.flex_column.av-aga396-c06e4889ebb2230f29d3db2683b8584b{\npadding:0 0 0 100px;\n}\n.avia_transform .flex_column.av-aga396-c06e4889ebb2230f29d3db2683b8584b{\nanimation-duration:2s;\n}\n\n@media only screen and (min-width: 990px){ \n.flex_column.av-aga396-c06e4889ebb2230f29d3db2683b8584b{\npadding:0 0 0 50px;\n}\n}\n\n@media only screen and (min-width: 768px) and (max-width: 989px){ \n.flex_column.av-aga396-c06e4889ebb2230f29d3db2683b8584b{\npadding:0 0 0 30px;\n}\n}\n\n@media only screen and (min-width: 480px) and (max-width: 767px){ \n.flex_column.av-aga396-c06e4889ebb2230f29d3db2683b8584b{\npadding:0 0 0 10px;\n}\n}\n\n@media only screen and (max-width: 479px){ \n.flex_column.av-aga396-c06e4889ebb2230f29d3db2683b8584b{\npadding:0 0 0 10px;\n}\n}\n<\/style>\n<div  class='flex_column av-aga396-c06e4889ebb2230f29d3db2683b8584b av_one_full  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_div av-animated-generic zoom-in  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-xtk3e-ab3db647ab06d3322b78c73cec5da8c6\">\n#top .av_textblock_section.av-xtk3e-ab3db647ab06d3322b78c73cec5da8c6 .avia_textblock{\nfont-size:27px;\n}\n<\/style>\n<section  class='av_textblock_section av-xtk3e-ab3db647ab06d3322b78c73cec5da8c6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"texttop\">AI meets CX <\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-pvmvu-5860573651f5c32a9bf1544e00677818\">\n#top .hr.hr-invisible.av-pvmvu-5860573651f5c32a9bf1544e00677818{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-pvmvu-5860573651f5c32a9bf1544e00677818 hr-invisible  avia-builder-el-3  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5wxe0a-451724dae6c57aba40f5b03a435a6fa4\">\n#top .av_textblock_section.av-5wxe0a-451724dae6c57aba40f5b03a435a6fa4 .avia_textblock{\nfont-size:27px;\n}\n<\/style>\n<section  class='av_textblock_section av-5wxe0a-451724dae6c57aba40f5b03a435a6fa4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"texttop\">development, practical example <\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3x9vcq-d53606fe48c7afd64ccacb8e4a7d39f3\">\n#top .hr.hr-invisible.av-3x9vcq-d53606fe48c7afd64ccacb8e4a7d39f3{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-3x9vcq-d53606fe48c7afd64ccacb8e4a7d39f3 hr-invisible  avia-builder-el-5  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2sf3tm-e4fe0ed56438da720ba132efb87c1f9d\">\n#top .av_textblock_section.av-2sf3tm-e4fe0ed56438da720ba132efb87c1f9d .avia_textblock{\nfont-size:27px;\n}\n<\/style>\n<section  class='av_textblock_section av-2sf3tm-e4fe0ed56438da720ba132efb87c1f9d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"texttop\">and implementation tips<\/span><\/p>\n<\/div><\/section><\/p><\/div>\n\n<\/div><\/div><\/main><!-- close content main element --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-ldlos6xz-0b2b42f671e88f3e1ebc20e4b8adeb75\">\n.avia-section.av-ldlos6xz-0b2b42f671e88f3e1ebc20e4b8adeb75{\nbackground-repeat:no-repeat;\nbackground-image:url(https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/ki-trifft-cx_mobil.jpg);\nbackground-position:50% 0%;\nbackground-attachment:scroll;\n}\n<\/style>\n<div id='av_section_2'  class='avia-section av-ldlos6xz-0b2b42f671e88f3e1ebc20e4b8adeb75 main_color avia-section-default avia-no-border-styling  avia-builder-el-7  el_after_av_section  el_before_av_one_full  av-desktop-hide av-medium-hide avia-full-stretch avia-bg-style-scroll av-minimum-height av-minimum-height-35 av-height-percent  container_wrap fullsize'  data-section-bg-repeat='stretch' data-av_minimum_height_pc='35' data-av_min_height_opt='percent'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-9468'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1gij1je-558a8ea8846213799730675eff6536ef\">\n.flex_column.av-1gij1je-558a8ea8846213799730675eff6536ef{\npadding:0 0 0 100px;\n}\n.avia_transform .flex_column.av-1gij1je-558a8ea8846213799730675eff6536ef{\nanimation-duration:2s;\n}\n\n@media only screen and (min-width: 990px){ \n.flex_column.av-1gij1je-558a8ea8846213799730675eff6536ef{\npadding:0 0 0 50px;\n}\n}\n\n@media only screen and (min-width: 768px) and (max-width: 989px){ \n.flex_column.av-1gij1je-558a8ea8846213799730675eff6536ef{\npadding:0 0 0 30px;\n}\n}\n\n@media only screen and (min-width: 480px) and (max-width: 767px){ \n.flex_column.av-1gij1je-558a8ea8846213799730675eff6536ef{\npadding:0 0 0 10px;\n}\n}\n\n@media only screen and (max-width: 479px){ \n.flex_column.av-1gij1je-558a8ea8846213799730675eff6536ef{\npadding:0 0 0 10px;\n}\n}\n<\/style>\n<div  class='flex_column av-1gij1je-558a8ea8846213799730675eff6536ef av_one_full  avia-builder-el-8  avia-builder-el-no-sibling  first flex_column_div av-animated-generic zoom-in  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-ldlotw2q-a30b35d2838c2f12d3d6d4449cc7034f\">\n#top .av_textblock_section.av-ldlotw2q-a30b35d2838c2f12d3d6d4449cc7034f .avia_textblock{\nfont-size:27px;\n}\n<\/style>\n<section  class='av_textblock_section av-ldlotw2q-a30b35d2838c2f12d3d6d4449cc7034f '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"texttopmo\">AI meets CX <\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1e8rl16-5e5f810d4390e13c22eb946c03a02d30\">\n#top .hr.hr-invisible.av-1e8rl16-5e5f810d4390e13c22eb946c03a02d30{\nheight:15px;\n}\n<\/style>\n<div  class='hr av-1e8rl16-5e5f810d4390e13c22eb946c03a02d30 hr-invisible  avia-builder-el-10  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-ldlou7mz-a1ad002485edc03860cee42eb06f6eb4\">\n#top .av_textblock_section.av-ldlou7mz-a1ad002485edc03860cee42eb06f6eb4 .avia_textblock{\nfont-size:27px;\n}\n<\/style>\n<section  class='av_textblock_section av-ldlou7mz-a1ad002485edc03860cee42eb06f6eb4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"texttopmo\">development, practical example <\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1cxgp0q-4f144a06fa3dba7b73e839a30e773241\">\n#top .hr.hr-invisible.av-1cxgp0q-4f144a06fa3dba7b73e839a30e773241{\nheight:15px;\n}\n<\/style>\n<div  class='hr av-1cxgp0q-4f144a06fa3dba7b73e839a30e773241 hr-invisible  avia-builder-el-12  el_after_av_textblock  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-ldloufz2-64ce4aee9850872d6ad834a2fcdf9fb5\">\n#top .av_textblock_section.av-ldloufz2-64ce4aee9850872d6ad834a2fcdf9fb5 .avia_textblock{\nfont-size:27px;\n}\n<\/style>\n<section  class='av_textblock_section av-ldloufz2-64ce4aee9850872d6ad834a2fcdf9fb5 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"texttopmo\">and implementation tips<\/span><\/p>\n<\/div><\/section><\/p><\/div>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='after_section_2'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-9468'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-1berte2-5f09dca5f66f48c69cee936953d28f6c av_one_full  avia-builder-el-14  el_after_av_section  el_before_av_one_full  avia-builder-el-first  first flex_column_div  '     ><section  class='av_textblock_section av-ldlouqad-10a6e65d4a5d677ace3c1ccd49169ec6 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">The rapid development of artificial intelligence (AI) is having a significant impact on the topic of CX in a wide range of industries. Integrating AI into customer experience strategy can be a game changer for companies looking to intensify their customer centricity efforts while making operational processes more efficient and effective.<\/p>\n<p style=\"text-align: center;\">In this article, we take a look at the development of AI in the field of CX, highlight various use cases and present a practical example of the application of AI in the area of churn prediction. Finally, we show concrete steps that companies can take to directly implement the use of AI in the area of customer experience.<\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-17ihnu2-2f05021373c2c80469ae5eefeab0a55f\">\n.avia_transform .flex_column.av-17ihnu2-2f05021373c2c80469ae5eefeab0a55f{\nanimation-duration:2s;\n}\n<\/style>\n<div  class='flex_column av-17ihnu2-2f05021373c2c80469ae5eefeab0a55f av_one_full  avia-builder-el-16  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><section  class='av_textblock_section av-ldlov350-983478ffd17b534660b001b984652254 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h1 style=\"text-align: center;\">What direction is AI development taking in the CX area and what use cases are there?<\/h1>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-15vlgoa-2bdf7d5ec61d1da508b96f8ac38c4e0f\">\n#top .hr.av-15vlgoa-2bdf7d5ec61d1da508b96f8ac38c4e0f{\nmargin-top:20px;\nmargin-bottom:0px;\n}\n.hr.av-15vlgoa-2bdf7d5ec61d1da508b96f8ac38c4e0f .hr-inner{\nwidth:200px;\nborder-color:#ff9c1b;\n}\n<\/style>\n<div  class='hr av-15vlgoa-2bdf7d5ec61d1da508b96f8ac38c4e0f hr-custom  avia-builder-el-18  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n<div  class='flex_column av-127s3ca-f78760fd1c93780089365521865ad62e av_one_full  avia-builder-el-19  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-ldlovcmg-009981ee35c796b8d310214c22a0aab1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">Continuously improving customer satisfaction is of central importance for every company. This is also confirmed by a recent KPMG survey. The results show that the Customer Experience Excellence (CEE) value for 2023 has fallen from 7.65 to 7.31 compared to the previous year. On average, German companies have deteriorated in all six factors influencing the CEE value, including empathy, personalization, integrity, expectations, time and effort, and problem-solving skills.<\/p>\n<p style=\"text-align: center;\">Personalization is a key factor in positive customer experiences. With technologies such as artificial intelligence and augmented reality, companies can respond more individually to customer needs and take the customer experience to a higher level.<\/p>\n<p style=\"text-align: center;\">Among other things, AI-driven chatbots can provide instructions and suggestions to call center agents during customer service phone calls, enabling them to respond to the customer on the phone in the best possible and most personalized way in real time.<\/p>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kcmvhe-80a2391d93c4a12051f0a0c501fa1547\">\n.avia_transform .flex_column.av-kcmvhe-80a2391d93c4a12051f0a0c501fa1547{\nanimation-duration:2s;\n}\n<\/style>\n<div  class='flex_column av-kcmvhe-80a2391d93c4a12051f0a0c501fa1547 av_one_full  avia-builder-el-21  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><section  class='av_textblock_section av-lks4pf6g-34fc7e8dc2ecad65871ccebcab46ddc9 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">Use cases:<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-jrwk76-8f2db56d776236c24f7832148707c991\">\n#top .hr.av-jrwk76-8f2db56d776236c24f7832148707c991{\nmargin-top:20px;\nmargin-bottom:0px;\n}\n.hr.av-jrwk76-8f2db56d776236c24f7832148707c991 .hr-inner{\nwidth:200px;\nborder-color:#ff9c1b;\n}\n<\/style>\n<div  class='hr av-jrwk76-8f2db56d776236c24f7832148707c991 hr-custom  avia-builder-el-23  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n<div  class='flex_column av-gx37qq-46878398b43980ad1398ca3b3249e938 av_one_full  avia-builder-el-24  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-lks4pta3-c5a9a8dc6b0e62e4e86f182f25c41559 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">In our view, AI-supported solutions can be divided into four categories:<\/p>\n<p style=\"text-align: center;\"><strong>Text Analytics:<\/strong> Automated analysis and interpretation of written customer feedback using AI to derive recommendations for action for the company.<\/p>\n<p style=\"text-align: center;\"><strong>Clustering:<\/strong> Combining customer feedback and other data to identify structures and patterns, e.g. customer segmentation based on survey and behavioral data.<\/p>\n<p style=\"text-align: center;\"><strong>LLM-based bots:<\/strong> Using AI-driven chatbots to enable personalized interactions with customers, e.g. persona chatbots or knowledge bases.<\/p>\n<p style=\"text-align: center;\"><strong>Predictive:<\/strong> Quantitative predictions for sales forecasting and individual recommendations, including the important churn prediction to identify customers at risk of termination and to reactivate them if necessary.<\/p>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1km0xu-1f2136bc7da94856ae70e8989a8f4646\">\n.avia_transform .flex_column.av-1km0xu-1f2136bc7da94856ae70e8989a8f4646{\nanimation-duration:2s;\n}\n<\/style>\n<div  class='flex_column av-1km0xu-1f2136bc7da94856ae70e8989a8f4646 av_one_full  avia-builder-el-26  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><section  class='av_textblock_section av-lks4r110-1d37e14093956a7a90da99ea0f342045 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">Case study: Churn prediction model for a SaaS provider in Germany<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dl4l2a-404def734c568a9ca687ea672dda22c6\">\n#top .hr.av-dl4l2a-404def734c568a9ca687ea672dda22c6{\nmargin-top:20px;\nmargin-bottom:0px;\n}\n.hr.av-dl4l2a-404def734c568a9ca687ea672dda22c6 .hr-inner{\nwidth:200px;\nborder-color:#ff9c1b;\n}\n<\/style>\n<div  class='hr av-dl4l2a-404def734c568a9ca687ea672dda22c6 hr-custom  avia-builder-el-28  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-c0145e-f8e75b879bb19a4815120a531e0daedc\">\n.flex_column.av-c0145e-f8e75b879bb19a4815120a531e0daedc{\npadding:20px 20px 20px 20px;\n}\n<\/style>\n<div  class='flex_column av-c0145e-f8e75b879bb19a4815120a531e0daedc av_one_full  avia-builder-el-29  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-lks4rhbc-b38a8384fac5afca46b2ecd833899ebe '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">A SaaS provider in Germany has successfully implemented an AI-based churn prediction model with our support and solutions. An AI model was developed to predict customer churn and identify critical moments in the customer journey. By analyzing product usage behavior, customer master data and conversations with the call center, customers are classified as \u201cat risk\u201d. \u201cAt risk\u201d are customers who are likely to cancel or leave.<\/p>\n<p style=\"text-align: center;\">There are three critical touchpoints or points in time along the company&#8217;s customer journey:<\/p>\n<ol style=\"list-style-position: inside;\">\n<li style=\"text-align: center;\">time of contract conclusion<\/li>\n<li style=\"text-align: center;\">100 days after first software use (free trial)<\/li>\n<li style=\"text-align: center;\">onclusion of a contract for a license that is subject to a fee or cancellation<\/li>\n<\/ol>\n<p style=\"text-align: center;\">However, only about 15% of customers are reached by queried feedback at the three touchpoints. No survey data is available for 85% of users. This is where AI comes into play: we search for \u201cdigital twins\u201d based on product usage data, among other things, and can thus identify \u201cat-risk\u201d customers within the rest of the customer base, who can then be proactively addressed by customer service. A central component of this is the development of a central data stack platform for accessing all relevant data, such as operational data, customer care data, customer master data, CX data and insights data.<\/p>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-89dqez-06c2c8504d59f911d387835447bfb446\">\n.avia_transform .flex_column.av-89dqez-06c2c8504d59f911d387835447bfb446{\nanimation-duration:2s;\n}\n<\/style>\n<div  class='flex_column av-89dqez-06c2c8504d59f911d387835447bfb446 av_one_full  avia-builder-el-31  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><section  class='av_textblock_section av-lr4v3n42-5769d24ace71e7de0a1aa41c099239a2 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">How can a company start to use AI effectively for CX?<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-62u0kr-1818181acbdda37852ce0e0adb441852\">\n#top .hr.av-62u0kr-1818181acbdda37852ce0e0adb441852{\nmargin-top:20px;\nmargin-bottom:0px;\n}\n.hr.av-62u0kr-1818181acbdda37852ce0e0adb441852 .hr-inner{\nwidth:200px;\nborder-color:#ff9c1b;\n}\n<\/style>\n<div  class='hr av-62u0kr-1818181acbdda37852ce0e0adb441852 hr-custom  avia-builder-el-33  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4wfyaz-64b0756e139a12e62f9274af2cc42594\">\n.flex_column.av-4wfyaz-64b0756e139a12e62f9274af2cc42594{\npadding:20px 20px 20px 20px;\n}\n<\/style>\n<div  class='flex_column av-4wfyaz-64b0756e139a12e62f9274af2cc42594 av_one_full  avia-builder-el-34  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-2yo5x7-e2023202d2974556501fc3e5765d707d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: left;\">To work in a targeted manner, you need a clear strategy for how you want to work with insights and CX data in the future. To do this, we work with our customers to develop a data strategy for the company in a workshop. The following components are examined:<\/p>\n<ul style=\"list-style-position: inside;\">\n<li style=\"text-align: left;\">What are the stakeholders&#8217; requirements?<\/li>\n<li style=\"text-align: left;\">Where are changes in processes, content, tools necessary?<\/li>\n<li style=\"text-align: left;\">What role should AI play?<\/li>\n<li style=\"text-align: left;\">Are there any lighthouse projects?<\/li>\n<\/ul>\n<p style=\"text-align: left;\">Furthermore, it is important to rely on the right tools. The tool strategy answers the following questions:<\/p>\n<ul style=\"list-style-position: inside; text-align: left;\">\n<li>Where is the insights data stored and how does it get there automatically?<\/li>\n<li>Which AI models should be used? OpenAI, Meta, Google, open source or in-house developments?<\/li>\n<li>How should data be visualized and results communicated?<\/li>\n<li>Which tools are already in use in the company?<\/li>\n<\/ul>\n<p style=\"text-align: left;\">Finally, the organization and qualifications of the employees are important. The following points need to be clarified:<\/p>\n<ul style=\"list-style-position: inside; text-align: left;\">\n<li>Who takes on what responsibility \u2013 for data, tools, data products?<\/li>\n<li>Are there new roles, positions that are needed?<\/li>\n<li>What training needs arise and how are they met?<\/li>\n<li>\u2022 Where is internal and external support needed?<\/li>\n<\/ul>\n<p style=\"text-align: left;\">The workshop lasts 1 to 2 days and can be carried out both on-site and remotely.<\/p>\n<p style=\"text-align: center;\"><strong>Our tip: <\/strong>Start with small pilot projects to gain experience and then scale up gradually to maximize the benefits of AI across the entire CX.<\/p>\n<p style=\"text-align: center;\">We at SKOPOS support companies in developing customized strategies to successfully use data.<\/p>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-62yqbv-002b61d5ee4c485f636cf8a4d0539d9a\">\n.avia_transform .flex_column.av-62yqbv-002b61d5ee4c485f636cf8a4d0539d9a{\nanimation-duration:2s;\n}\n<\/style>\n<div  class='flex_column av-62yqbv-002b61d5ee4c485f636cf8a4d0539d9a av_one_full  avia-builder-el-36  el_after_av_one_full  el_before_av_one_full  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><section  class='av_textblock_section av-lr4qksz0-085931f15b8cfbf9bd53042648b71646 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">Experience the future of CX<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3mxsjf-82f16d5d535041db492839e8c10bf0e7\">\n#top .hr.av-3mxsjf-82f16d5d535041db492839e8c10bf0e7{\nmargin-top:20px;\nmargin-bottom:0px;\n}\n.hr.av-3mxsjf-82f16d5d535041db492839e8c10bf0e7 .hr-inner{\nwidth:200px;\nborder-color:#ff9c1b;\n}\n<\/style>\n<div  class='hr av-3mxsjf-82f16d5d535041db492839e8c10bf0e7 hr-custom  avia-builder-el-38  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div><div  class='flex_column av-2n02gr-8e5a0a9aabe8710b8db2a3150635871b av_one_full  avia-builder-el-39  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-lr4qlc1w-dd037973dac11492ea0d6f515a4f47ec '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">The integration of AI into the CX area offers companies the opportunity to better understand their customers, create personalized experiences and ultimately increase customer satisfaction. In a rapidly changing business world, the combination of human skills and AI has the potential to open up new horizons for CX design.<\/p>\n<p style=\"text-align: center;\">With proven strategies and data-driven approaches, we support you with a clear roadmap that actively shapes the future of CX. Get in touch!<\/p>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5il9zm-b75b88131a5a3d742064e2ce2d84e14f\">\n.avia_transform .flex_column.av-5il9zm-b75b88131a5a3d742064e2ce2d84e14f{\nanimation-duration:2s;\n}\n<\/style>\n<div  class='flex_column av-5il9zm-b75b88131a5a3d742064e2ce2d84e14f av_one_full  avia-builder-el-41  el_after_av_one_full  el_before_av_one_third  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><section  class='av_textblock_section av-lqz2k09t-627cdf66176bc568b46b56685c5823a1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">YOUR CONTACT<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-cvqz6-b20561ac9af1ebdea9b59ce211108a63\">\n#top .hr.av-cvqz6-b20561ac9af1ebdea9b59ce211108a63{\nmargin-top:20px;\nmargin-bottom:0px;\n}\n.hr.av-cvqz6-b20561ac9af1ebdea9b59ce211108a63 .hr-inner{\nwidth:200px;\nborder-color:#ff9c1b;\n}\n<\/style>\n<div  class='hr av-cvqz6-b20561ac9af1ebdea9b59ce211108a63 hr-custom  avia-builder-el-43  el_after_av_textblock  avia-builder-el-last  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lqz2n69y-54df06bd5a2f2ea4dfe2dd6fa649c59f\">\n.avia_transform .flex_column.av-lqz2n69y-54df06bd5a2f2ea4dfe2dd6fa649c59f{\nanimation-duration:1.5s;\n}\n<\/style>\n<div  class='flex_column av-lqz2n69y-54df06bd5a2f2ea4dfe2dd6fa649c59f av_one_third  avia-builder-el-44  el_after_av_one_full  el_before_av_one_third  first flex_column_div av-animated-generic zoom-in  column-top-margin'     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8jxeq-4d270a951b1aca17259e36a80c282c99\">\n.avia-image-container.av-8jxeq-4d270a951b1aca17259e36a80c282c99 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-8jxeq-4d270a951b1aca17259e36a80c282c99 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-8jxeq-4d270a951b1aca17259e36a80c282c99 av-styling- avia-align-center  avia-builder-el-45  el_before_av_textblock  avia-builder-el-first '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-2907 avia-img-lazy-loading-not-2907 avia_image ' src=\"https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2022\/11\/Christopher-Harms.jpg\" alt='Christopher' title='Christopher'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2022\/11\/Christopher-Harms.jpg 300w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2022\/11\/Christopher-Harms-80x80.jpg 80w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2022\/11\/Christopher-Harms-36x36.jpg 36w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2022\/11\/Christopher-Harms-180x180.jpg 180w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-lqz2lj8t-e366dc8ce0a33809f03c940a2c9f4d06 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">Christopher<br \/>\nLead Data Scientist<\/p>\n<\/div><\/section><\/p><\/div><\/p>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lqz2nci6-1d35a998b110606e2ced51837a2119cc\">\n.avia_transform .flex_column.av-lqz2nci6-1d35a998b110606e2ced51837a2119cc{\nanimation-duration:1.5s;\n}\n<\/style>\n<div  class='flex_column av-lqz2nci6-1d35a998b110606e2ced51837a2119cc av_one_third  avia-builder-el-47  el_after_av_one_third  el_before_av_one_third  flex_column_div av-animated-generic zoom-in  column-top-margin'     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lr4jyvvh-7897068dccf50dadc80d93d6dc48fa0b\">\n.avia-image-container.av-lr4jyvvh-7897068dccf50dadc80d93d6dc48fa0b img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-lr4jyvvh-7897068dccf50dadc80d93d6dc48fa0b .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-lr4jyvvh-7897068dccf50dadc80d93d6dc48fa0b av-styling- avia-align-center  avia-builder-el-48  el_before_av_textblock  avia-builder-el-first '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-6537 avia-img-lazy-loading-not-6537 avia_image ' src=\"https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2023\/11\/Tobias_Reiland_300px.jpg\" alt='Tobias' title='Tobias'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2023\/11\/Tobias_Reiland_300px.jpg 300w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2023\/11\/Tobias_Reiland_300px-80x80.jpg 80w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2023\/11\/Tobias_Reiland_300px-36x36.jpg 36w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2023\/11\/Tobias_Reiland_300px-180x180.jpg 180w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-lr4jzr8a-41882e4f0ef29ebe6d5a865180bb0a4b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">Tobias<br \/>\nHead of Marketing &amp; Sales<\/p>\n<\/div><\/section><\/p><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2ccu63-f963852979047e948e0218ea2be5b207\">\n.avia_transform .flex_column.av-2ccu63-f963852979047e948e0218ea2be5b207{\nanimation-duration:1.5s;\n}\n<\/style>\n<div  class='flex_column av-2ccu63-f963852979047e948e0218ea2be5b207 av_one_third  avia-builder-el-50  el_after_av_one_third  el_before_av_one_full  flex_column_div av-animated-generic zoom-in  column-top-margin'     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lr4vose7-7a2227a37d455d373badbbff22dab5c5\">\n.avia-image-container.av-lr4vose7-7a2227a37d455d373badbbff22dab5c5 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-lr4vose7-7a2227a37d455d373badbbff22dab5c5 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-lr4vose7-7a2227a37d455d373badbbff22dab5c5 av-styling- avia-align-center  avia-builder-el-51  el_before_av_textblock  avia-builder-el-first '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-6785 avia-img-lazy-loading-not-6785 avia_image ' src=\"https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/Oliver_Kern_300px.jpg\" alt='Tobias' title='Tobias'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/Oliver_Kern_300px.jpg 300w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/Oliver_Kern_300px-80x80.jpg 80w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/Oliver_Kern_300px-36x36.jpg 36w, https:\/\/www.skopos-connect.de\/wp-content\/uploads\/2024\/01\/Oliver_Kern_300px-180x180.jpg 180w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-lr4vnqsi-20311bd7cb41e1815aa216573a2f4b85 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">Oliver<br \/>\nManaging Director<\/p>\n<\/div><\/section><\/p><\/div>\n<div  class='flex_column av-7ebw4a-b7e8dcf67462895663ebae399da61428 av_one_full  avia-builder-el-53  el_after_av_one_third  avia-builder-el-last  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-69gwve-d105c900aec9cb77672e1722548a97b1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">Would you like to establish professional CX management? We would be happy to advise you!<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-button-wrap av-ldlp22vt-b0ec3d86debba01b8c70ef0726948d09-wrap avia-button-center  avia-builder-el-55  el_after_av_textblock  el_before_av_hr '>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-ldlp22vt-b0ec3d86debba01b8c70ef0726948d09\">\n#top #wrap_all .avia-button.av-ldlp22vt-b0ec3d86debba01b8c70ef0726948d09{\nfont-size:19px;\ntransition:all 0.4s ease-in-out;\n}\n<\/style>\n<a href='https:\/\/outlook.office.com\/bookwithme\/user\/cb7bd9fb39454365af6bc10c83740a73@skopos-connect.de?anonymous&amp;ep=pcard'  class='avia-button av-ldlp22vt-b0ec3d86debba01b8c70ef0726948d09 av-link-btn avia-icon_select-no avia-size-x-large avia-position-center avia-color-orange'  target=\"_blank\"  rel=\"noopener noreferrer\"  aria-label=\"BOOK APPOINTMENT\"><span class='avia_iconbox_title' >BOOK APPOINTMENT<\/span><\/a><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2q3nfe-91a24a8b4eb053855df4e8b6a269840f\">\n#top .hr.hr-invisible.av-2q3nfe-91a24a8b4eb053855df4e8b6a269840f{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-2q3nfe-91a24a8b4eb053855df4e8b6a269840f hr-invisible  avia-builder-el-56  el_after_av_button  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>The rapid development of artificial intelligence (AI) is having a significant impact on the topic of CX in a wide range of industries. Integrating AI into customer experience strategy can be a game changer for companies looking to intensify their customer centricity efforts while making operational processes more efficient and effective<\/p>\n","protected":false},"author":7,"featured_media":6736,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[26,24],"tags":[],"class_list":["post-9468","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence","category-cx"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>AI integration in CX: future trends, use cases &amp; practical examples<\/title>\n<meta name=\"description\" content=\"\u2713AI integration in CX \u25baFuture trends \u25baUse cases \u25baChurn prediction &amp; \u25baPractical examples \u2713Learn how AI influences the customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.skopos-connect.de\/en\/news\/cx\/ai-meets-cx-development-practical-example-and-implementation-tips\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI integration in CX: future trends, use cases &amp; practical examples\" \/>\n<meta property=\"og:description\" content=\"\u2713AI integration in CX \u25baFuture trends \u25baUse cases \u25baChurn prediction &amp; \u25baPractical examples \u2713Learn how AI influences the customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.skopos-connect.de\/en\/news\/cx\/ai-meets-cx-development-practical-example-and-implementation-tips\" \/>\n<meta property=\"og:site_name\" content=\"SKOPOS CONNECT GmbH\" \/>\n<meta property=\"article:publisher\" 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