What is customer experience optimization?

The act or process of improving of the customer’s experience by learning about their preferences, interests and buying behavior. Customer experience optimization aims to improve every touch point in the digital customer journey, from initial awareness through to post purchase service with the aim of delighting customers and creating memorable experiences. It is a dynamic process requiring strategy, ideation, experimentation and is made most effective with technology that can keep up to the pace of change. Artificial intelligence is capable of ideation at scale, enabling companies to experiment with thousands of ideas to improve digital customer experience and provide meaningful insights quickly so that optimization efforts remain relevant.