Optimizing Customer Experience: Support, Feedback, and Gen-AI Chatbot Technology

In this highly competitive era, providing an exceptional customer experience is key to increasing retention and reducing churn. Satisfied customers are more likely to remain loyal and recommend your business to others.

According to the Zendesk Customer Experience Trends Report 2022, 61% of consumers will switch to a competitor after just one negative experience, a 22% increase from the previous year. Moreover, after several bad experiences, 76% of buyers will take their money elsewhere. On the other hand, 91% of buyers are willing to spend more money with companies that provide a good experience.

Building an effective customer experience (CX) strategy doesn’t happen by accident. It requires careful planning and preparation. This article will discuss the steps businesses can follow to build a successful CX strategy:

  • Gain Support from All Divisions of the Company
    A CX strategy requires dedication and expertise from all departments, not just those directly interacting with customers. When issues arise, businesses need support from various stakeholders to implement customer-centric initiatives.
  • Understand Your Customers Well
    Deeply study your customers or target market, including their expectations and issues. Create customer profiles (personas) based on data your business has. These profiles should include demographic information, buying habits, and other key points.
  • Listen Carefully to Customer Feedback
    Gather customer feedback through surveys, online reviews, focus groups, informal conversations, and social media. Look for recurring trends and themes in their responses. Use this information to identify areas that need improvement in your CX strategy.
  • Provide Training and Support to the Customer Service Team
    Invest in the well-being and capabilities of your customer service (CS) team. Provide adequate training, create a supportive work environment, and offer tools or technologies that can help them do their jobs well.

    Businesses can use technology such as Gen-AI Chatbots to assist the CS team in serving customers. The use of Gen-AI Chatbots can help the CS team handle customer chats 24/7 and understand the context of more complex conversations with quick and appropriate responses to customer needs or desires. This can enhance customer satisfaction with a business’s customer service.

  • Regularly Evaluate and Optimize the CX Strategy
    Building a successful CX strategy is not a one-time process. Technology, products or services, and customer needs will continually change. Therefore, the customer service strategy to ensure customer satisfaction must also be continuously updated. Businesses need to conduct regular evaluations to analyze and optimize their CX strategy periodically.

Building a successful CX strategy requires ongoing commitment and effort. By following the steps above and leveraging the right technology for your business, you can create an exceptional customer experience that will boost loyalty and drive business growth.


The Conversational AI & Customer Experience Summit (CACES) is an event specifically designed to address current issues surrounding customer experience and the application of Conversational AI technology. This event provides an exclusive platform for professionals to learn about the latest trends, share insights, and network with other industry stakeholders.

CACES aims to be the primary gateway for companies to understand and implement AI-driven solutions to enhance customer interactions and strengthen their experiences. By featuring leading experts in the field and offering access to carefully curated global insights, CACES is expected to play a crucial role in guiding business development in this digital era.

CACES 2024 will bring together 300 key decision-makers and industry leaders from companies such as DBS, Maybank, Kalbe, Indosat, Godrej, and other leading companies to share information and insights on solutions to boost sales, transform customer interactions, and design AI-based CX strategies.

Learn more about AI technology and its application to customer experience in your business through CACES 2024. For more information, visit the CACES website here and register for CACES 2024 here.


Mimin is a platform that helps businesses to create conversational customer journeys with Artificial Intelligence. With Mimin, businesses can effortlessly build chat journeys and establish a positive customer experience.

The applications that can be generated include, amongst others, the ease of running chat commerce, chat campaigns, customer automation, omnichannel inbox, and Generative-AI chatbot.

With Mimin, businesses can deliver superior customer experiences, strengthen customer relationships, and build stronger customer loyalty.

Learn more about Mimin by contacting:


PT. Admin Pintar Kita

Graha Charis Siem

Jl. Tanah Abang 5 No. 21, Central Jakarta

Phone: +62 856 0322 5212

Email: halo@mimin.io

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