How AI Predicts Customer Behavior and Improves Customer Experience with Roger Dooley

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

1. How can businesses use AI to predict customer behavior accurately?  
2. How can companies use AI and behavioral science to eliminate customer friction?    
3. In what ways can companies use behavioral science to improve customer loyalty?  
4. How do customer expectations directly shape customer experience?  
5. How can predictive AI prevent negative customer reactions during policy or product changes?   

Top Takeaways:

• AI in customer service has moved beyond automation and support. Today, successful companies use AI to understand customer behavior. By tracking engagement like website clicks or scrolling patterns, companies can determine what customers like and dislike.   

• Technology such as eye-tracking, biometric sensors, and AI-powered simulators, at one time available only to a limited number of companies due to cost, is now more accessible to businesses of any size.    

• Customer experience and marketing are deeply connected. Understanding and predicting customer desires isn’t just a marketing strategy. It is an important part of delivering a frictionless, positive experience.   

• Customer expectations strongly influence how they perceive the experience. For example, when the average customer is told that a bottle of wine is expensive, they tend to enjoy it more. This is seen in their feedback and even in their brain activity.   

• Small details can have a big impact when it comes to connecting with your customers. When companies remove small perks their customers are used to, the change might put off some loyal customers. Don’t underestimate how small gestures can build long-term emotional loyalty.    

• Plus, Shep and Roger talk about insights from The Persuasion Engine. Tune in!  

Quotes:

“AI is better than most humans at predicting how people will react emotionally to any communication. Whether you change your loyalty program or alter your customer experience in some way, AI can predict and even prevent negative blowback.”   

“If you want to be more successful in understanding and communicating with your customers, whether it’s for marketing, customer service, or anything else, AI can help you do that. You have to know how to prompt it and deal with it.”  

About:

Roger Dooley is an author, speaker, and McCombs Business School lecturer known for bestselling books like Brainfluence and Friction. His newest book, The Persuasion Engine, discusses how AI democratizes powerful marketing tools for organizations of any size.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.