AI in the Customer Experience (CX)

This episode of Techsplainers explores how AI is changing customer experience across the full customer journey, from product recommendations and virtual assistants to omnichannel support and virtual assistants to omnichannel support and real-time personalization. It explains how technologies like machine learning, natural language processing, predictive analytics and automation help businesses analyze customer behavior, respond faster and create more relevant interactions at scale. The episode follows the role AI plays behind the scenes, showing how companies can use it to connect touchpoints, improve CRM systems and better understand customer sentiment across reviews, chats and social channels. It also looks at the practical upside: improved efficiency, stronger personalization and more timely support. At the same time, it addresses the real challenges. Businesses still need to balance automation with empathy, connect AI tools to existing systems without adding friction, and build customer trust through transparency and reliable performance. Real-world examples from Wimbledon, Starbucks, Boots UK and Amazon help show how different organizations are applying AI to customer engagement today, while future trends point toward more immersive experiences, conversation intelligence and growing attention to AI ethics. Find more information at https://www.ibm.com/think/topics/ai-customer-experience Find more episodes: https://www.ibm.biz/techsplainers-podcast Narrated by Amanda Downie