According to Microsoft's 2024 Work Trend Index Annual Report, the majority of companies surveyed don't even have an AI plan.
So... here's a very simple one anyone can use:
👉 Sales
Vision Statement: "Leverage AI to enhance sales performance by providing precise customer insights, personalizing engagement, and optimizing sales processes."
Adoption:
‣ Short-Term: Use AI to personalize sales content, collateral, demo scripts, workflows, cadences, sequences, etc. so it aligns with ICPs/audience segments.
‣ Long-Term: Use machine-learning models to analyze customer interaction data to predict buying behaviors.
Requires:
‣ CRM integration to leverage data across platforms.
‣ Training sessions for staff to ensure successful adoption and implementation
‣ Clearly-defined feedback loops that incorporate both sales team input and performance data so that AI models can be continuously improved.
KPIs:
‣ Conversions
‣ Sales Cycle Time or Changes in Sales Cycle Time
‣ Customer Engagement Scores
👉 Marketing
Vision Statement: "Empower marketing teams to deliver targeted campaigns and content, increasing ROI through AI-enhanced insights and automation."
Adoption:
‣ Short-Term: Use AI to personalize marketing content so it aligns with ICPs/audience segments, meeting customers where they are in their journey, giving them what they need, when they need it.
‣ Long-Term: Use machine-learning models to optimize marketing performance by analyzing interaction data, identifying key audience cohorts, and suggesting personalized engagement strategies and tactics.
Requires:
‣ CMS, CRM integrations
‣ A/B testing to ensure effectiveness
‣ Human oversight
KPIs:
‣ Customer Acquisition Cost
‣ ROI (Return on Marketing Spend)
‣ Conversions
👉 Customer Success
Vision Statement: "Utilize AI to understand and predict customer needs, delivering exceptional service and proactive solutions that enhance satisfaction and loyalty."
Adoption:
‣ Short-Term: Use AI chatbots that have been trained on product specs, sales collateral, marketing materials and CX training materials for initial support requests and quick resolution of common issues.
‣ Long-Term: Use machine-learning models to identify at-risk customers and initiate proactive retention/upsell strategies and tactics.
Requires:
‣ Training sessions for staff to ensure successful adoption and implementation.
‣ Clearly-defined feedback loops that incorporate both CX team input and performance data so that AI models can be continuously improved.
KPIs:
‣ Customer Satisfaction Scores
‣ First Contact Resolution Rates
‣ Customer Retention/Upsell Rates
General Considerations:
‣ Ethical implications: continuously manage ethical considerations regarding customer data privacy and the transparency of AI-driven decisions.
‣ Change Management: ensure that all team members are onboard and well-informed about how AI will affect their status and workflows.
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