IntroductionCustomer ExperienceBeyond Relationship to EngagementAI powering the Digital Marketing FunnelAwareness (Discoverer), Interest (Curious), Intent (Motivated), Conversion (Decider), Loyalty (Customer), Advocacy (Fan)The Discovery PhaseProduct DescriptionsCustomer TerritoryBirds of a FeatherGetting to Know YouThe Interest PhaseThe Conversion Phase—Closing the SaleAI powering the 5 E’s of Experience (Connected to the Marketing Funnel through Maslow’s Hierarchy of Needs)Encounter (Create Awareness Among Your Stakeholders)Expectations (Identify Your Stakeholders’ Needs)Empathy (Meet Your Stakeholders at Their Place of Need)Engagement (Generate Interest and Curiosity Via Data-Informed Experiences)Emotion (Apply Sentiment Analysis to Discover How the Experience Made Your Stakeholders Feel)Recommender Engines and PersonalizationHistory of Customer PersonalizationExamples in Marketing (Customers)Examples in Services (Digital Users)AI for Workforce Automation (Employees)AI for Competitive Intelligence & Business Development (Executives and Strategists)The New Hyper-PersonalizationContextual: IoT = The Internet of Context?Geospatial: Location AnalyticsCognitive Analytics: Next-best Action, Based on a 360 View of the CustomerThe Growing Role of AI in Customer RelationsEasier Support Ticket ManagementBig Data Is the Fuel (The Input) That Informs the Enterprise About the Customer: Sources (Digital Devices, IoT, Data Lake,…)Machine Learning Is the Tool (The Value-Creation Lever) to Gain Insights from the Customer, in 3 WaysSupervised Learning (Predictive Analytics): Forecasting Customer NeedsUnsupervised Learning (Discovery Analytics): Segment / Pattern / Trend Discovery in Customer Behaviors and ExperiencesReinforcement Learning for Prescriptive Behavioral Analytics: Adapting, Improving, Optimizing Customer ExperienceAnalytics as the Outcome (i.e., the Business Product)Notes