This IDC Perspective describes how enterprises can develop and employ active learning capabilities to build emotional customer intelligence and strengthen empathetic relationships with their customers. This can be achieved by employing customer data and AI-based technologies in an ethical and secure manner, executed through a continuous cycle of listening/querying, synthesis and analysis, and engagement and evaluation."Winning and sustaining the future customer will require enterprises to scale empathetic customer relationships by developing emotional customer intelligence," said Sudhir Rajagopal, research director, Future of Customers and Consumers at IDC. "By establishing unified customer data as an enterprise service and through active learning technology capabilities, enterprises can deliver anticipatory whole journey experiences, so customers achieve their desired outcome in every journey."
- What Is Active Learning?
- Why Should Enterprises Develop/Pursue Active Learning?
- Increased Customer Expectations for Real-Time Hyper-Personalized Engagement
- Operational Efficiency
- Enhancing Marketing Performance
- What Challenges Do Enterprises Face in Developing Active Learning Capabilities?
- Organizational Data Silos
- Source of Data
- Digital Trust and Stewardship
- Bots as Customers/Expansion of Use of Edge Computing
- Active Learning: Core Elements and Corresponding Technologies
- Customer Data Sources
- Unified Customer Profile
- Customer Data Privacy and Security
- Active Learning Core Stages
- Insights Generation and Analysis
- Engagement and Evaluation
- Technology Capabilities for Active Learning
- Active Learning: Industry Case Studies
- Intelligent Advisory Services
- AI-Based Fraud Prevention
- Anticipatory Purchase Experience
Advice for the Technology Buyer
- Related Research