In a study conducted in the Latin American market, it was revealed that 95% of customer experience (CX) specialists believe that artificial intelligence (AI) can efficiently personalize interactions with consumers, highlighting the potential of this technology in the local market. Personalization positions itself as an essential long-term component in the value proposition of organizations, with brand loyalty becoming a new point of competition. Companies that manage to offer personalized, humanized, and technologically integrated experiences will be better positioned to gain and maintain customer trust, generating greater value for their brands.
The study also revealed that in Mexico, receptiveness to technology is notable, and the integration of AI with contextual data is allowing brands to reduce friction and improve the consumer experience from start to finish. It is crucial to remember that personalization should not compromise the humanization of service at any point. The transition to personalized communication experiences has become a reality for many companies, as 62% of Mexican consumers expect a more personalized service thanks to the use of AI.
During the pandemic, accelerated digitization has impacted companies worldwide, with AI being a key tool that provides companies with advanced capabilities to understand and address customers with precision. Consumers seek efficient service that reflects their unique preferences and needs. It is interesting to highlight that the study reports that 77% of Mexican consumers consider that a brand's customer service is essential in gaining their loyalty.
AI not only collects data but transforms it into valuable information that enables the creation of meaningful interactions. Large-scale personalization, enabled by AI, is transforming the relationships between brands and consumers. Technology provides the opportunity to improve efficiency in simple, repetitive, and tedious tasks, reserving more complex interactions for human agents. The adoption of AI is no longer a strategic choice but a competitive necessity in an ever-evolving market.
In summary, AI has become a fundamental tool for enhancing the human experience in the interaction between companies and consumers. With the growing demand for highly tailored experiences, personalization is no longer just a competitive advantage but a basic requirement in today's market.
