{"id":111949,"date":"2024-09-16T14:13:46","date_gmt":"2024-09-16T12:13:46","guid":{"rendered":"https:\/\/staging.wingify.com\/blog\/ai-digital-customer-experience\/"},"modified":"2026-09-03T17:35:01","modified_gmt":"2026-09-03T12:05:01","slug":"ai-digital-customer-experience","status":"publish","type":"post","link":"https:\/\/wingify.com\/blog\/ai-digital-customer-experience\/","title":{"rendered":"Can AI Improve the Digital Customer Experience? [+5 Examples]"},"content":{"rendered":"\n

The future of digital experience optimization has arrived and it\u2019s driven by AI. <\/p>\n\n\n\n

Are you ready for it?<\/p>\n\n\n\n

AI can often be a sensitive subject, as loud voices in the room will boast how AI can replace people, careers, or even entire sectors of society. We’re scaling back the dystopian imagery and instead finding ways where AI can be your sidekick, not a supervillain.<\/p>\n\n\n\n

There are two sides to the coin with AI: it can help optimize your time and boost conversions, but it can also be risky if not used properly. We\u2019ll dig into the ways AI can be a helpful tool, as well as some considerations to take.<\/p>\n\n\n\n

The positive impact of AI on your customer experience roadmap<\/h2>\n\n\n\n

In one of our last pieces about AI in the CRO world, we discussed 10 generative AI ideas for your experimentation roadmap<\/a>. Since the publication of this article, we\u2019re back with even more ideas and concrete examples of successful campaigns.<\/p>\n\n\n\n

1. Display reassurance messages to visitors who value it<\/strong><\/h3>\n\n\n\n

Some shoppers value their privacy and data safety above all else. How can you comfort these visitors while they\u2019re shopping on your website without interfering with other visitors\u2019 journeys? While salespeople can easily gauge these preferences in face-to-face interactions, online shoppers deserve the same personalized experience when they shop independently<\/strong>.<\/p>\n\n\n\n

Let\u2019s see an example below of how you can enhance the digital customer experience for different shoppers at the same time:<\/p>\n\n\n\n

MAAF, a French insurance provider, knows just how complex buying auto insurance can be for visitors. Some shoppers prioritize safety and reassurance messages, while others don\u2019t. With AI systems<\/a> that segment visitors based on emotional buying preferences, you can detect and cater to this type of profile without deferring to other shoppers. \u201cIntuitive\u201d profiles are receptive to reassurance messages, while \u201crational\u201d profiles tend to see these extra messages as a distraction. <\/p>\n\n\n

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\"Emotional<\/figure>\n<\/div>\n\n\n

The team at MAAF used advanced AI technology to overcome this exact challenge. Once the \u201cintuitive profiles\u201d were identified, they were able to implement personalized messages ensuring their commitment to their customers\u2019 data protection. As a result, they saw an increase of 4% in quote rates<\/strong> for those directed to the intuitive segmentation, and other profiles continued on their journey without extra messaging.<\/p>\n\n\n\n

2. Segment your audience based on their shopping behavior<\/strong><\/h3>\n\n\n\n

With so many online shoppers, how can you possibly personalize your website to give each shopper the best user experience? With AI-powered personalization software<\/a>.<\/p>\n\n\n\n

Some online shoppers have a need for competition. Don\u2019t we all know someone who loves to turn everything into a competition? <\/em>These \u201ccompetitive\u201d shoppers are susceptible to social-proof messaging<\/a> and are influenced by the opinions of other customers while searching for the best product. One of the best ways to personalize a listing page for competitive shoppers is to show ratings from their peers. <\/p>\n\n\n\n

Meanwhile, what works for competitive shoppers, will not work effectively for speedy shoppers. Shoppers with a need for immediacy will appreciate a clear, no-frills browsing experience. In other words, they don\u2019t want to get distracted. Let\u2019s look at the example below.<\/p>\n\n\n

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\"Competition<\/figure>\n<\/div>\n\n\n

This website implemented two different segments targeting online shoppers with a need for \u201ccompetition\u201d and \u201cimmediacy.\u201d These two segments brought in a 9% increase in conversion rates and a 2% increase<\/strong> respectively. The campaign was a success, but how did it work? <\/p>\n\n\n\n

Using Wingify\u2019s AI personalization engine, EmotionsAI<\/a>, this online shop identified its visitors\u2019 main emotional needs and directed them toward a product listing page best suited for them. EmotionsAI turns buyer emotions into data-driven sales with actionable insights and targeted audiences.<\/p>\n\n\n\n

Want to learn more about EmotionsAI? <\/strong>Get a demo<\/strong><\/a> to see how AI can impact your roadmap for the better!<\/strong><\/p>\n\n\n\n

3. Automate and personalize your product recommendations<\/strong> <\/h3>\n\n\n\n

European backpack designer, Caba\u00efa, used an AI-powered recommendation engine to generate personalized recommendations for their website visitors based on user data collected. The team at Caba\u00efa previously managed product recommendations manually but wanted to shift their focus to improving the digital customer experience. <\/p>\n\n\n\n

AI recommendation tools put the right product in front of the right person, helping boost conversions with a more tailored experience. Since implementing this AI-powered recommendation engine<\/a>, they\u2019ve had +13% revenue per visitor<\/strong>, increased conversions by 15%<\/strong>, and raised their visitor\u2019s average cart size by 2.4%<\/strong>.<\/p>\n\n\n

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\"Cabaia<\/figure>\n<\/div>\n\n\n

4. Innovate your testing strategy with emotional targeting<\/h3>\n\n\n\n

According to an online shopper study (2024)<\/a>, traditional personalization is no longer enough. Personalizing based on age, location, and demographics just isn\u2019t as precise anymore.<\/p>\n\n\n\n

The team at Groupama, a multinational insurance group, wanted to take A\/B testing a step further and better adapt their approach to fit their customers’ unique emotional needs. By using an AI-powered emotional personalization<\/a> engine, they were able to identify two large groups of website visitors: emotionals and rationals. <\/p>\n\n\n\n

They created an A\/B test based on these customer profiles. One variation catered to the \u201cemotional\u201d buyers by showing reassuring messaging on the insurance quote to protect their data, and the other catered to \u201crationals\u201d that displayed the insurance quote without any extra messaging that allowed them to have a distraction-free buyer journey. Within 2 weeks, Groupama saw an instant win with a 10% increase in quote submissions<\/strong>.<\/p>\n\n\n

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\"Insurance<\/figure>\n<\/div>\n\n\n

5. Simplify the customer journey and build buyer confidence<\/h3>\n\n\n\n

Like many financial services, purchasing insurance is inherently complex. Consumer behaviors and expectations in insurance are quickly changing.<\/p>\n\n\n\n

As a leading insurer in Singapore, DirectAsia has embraced innovative technologies to better serve their customers. By pioneering new technology, Direct Asia was able to segment their visitors based on emotional needs. <\/p>\n\n\n\n

The team at DirectAsia identified that the \u2018safety\u2019 segment (buyers needing reassurance) was the top unsatisfied emotional need for visitors on both desktop and mobile devices. With these insights, DirectAsia ran an experiment on \u2018safety\u2019 visitors, displaying two banners to reassure them and move them further down the form to the quote page. <\/p>\n\n\n

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\"DirectAsia<\/figure>\n<\/div>\n\n\n

The banners led to + 10.9% in access to the quote page<\/strong> for one, and +15% in access to the quote page<\/strong> for the other.<\/p>\n\n\n\n

The potential risks of AI on your customer experience roadmap<\/h2>\n\n\n\n

Artificial intelligence has been evolving (very quickly!) over the past few years and it can be tempting to run full speed ahead. However, it\u2019s important to find the right AI that works for you and helps you achieve your goals. Is AI powering something you need, impacting your business, or is it just there to impress? <\/p>\n\n\n\n

With that in mind, let’s consider some precautions to take while using AI:<\/p>\n\n\n\n