How AI Is Transforming the Customer Experience With Marisa Murgatroyd

As AI and automation reshape business, many companies are prioritizing cost reduction and customer acquisition while overlooking the customers they already have. Poorly designed automation, fragmented customer journeys, and impersonal experiences can increase churn and weaken trust. How can businesses use AI while creating experiences that keep customers engaged, loyal, and successful? Marisa Murgatroyd, an expert in customer experience, behavioral science, and experience design, recommends making customer success a North Star metric and mapping the entire customer journey around the transformation customers want. She explains that businesses can fight commoditization by creating personalized experiences, improving retention, and designing every touchpoint around customer needs rather than internal cost savings. Marisa also recommends using AI for mass customization, applying behavioral design and gamification to encourage engagement, and building trust through consistency, competency, authenticity, and genuine care. In this episode of The Customer Wins, Richard Walker interviews Marisa Murgatroyd, Founder and CEO of The Experience Group, about creating customer-centered experiences in the age of AI. Marisa discusses the transformation economy, customer retention, and using behavioral design and gamification to increase engagement. 00:00 - 01:00 Introduction 03:11 - 04:25 Make Customer Success Your North Star and Every Other Metric Follows 04:57 - 06:24 Stop Competing on Price: Deliver an Outcome No One Else Can 07:31 - 08:30 Customers Aren’t Paying for Products Anymore. They’re Paying for Transformation 09:07 - 10:22 Antiquated Pricing Models Are Putting Companies at Risk 10:39 - 11:56 Stop Mapping the Customer Journey From Your Company’s Perspective 13:05 - 14:28 The Leaky Bucket Businesses Keep Trying to Ignore 14:44 - 16:03 Stop Taking Your Best Customers for Granted 16:38 - 18:16 Customer Experience, Employee Experience and AI Are All Connected 22:21 - 23:58 Why Gamification Works: Make Customers Want to Come Back 25:06 - 26:22 The Best Use of AI Isn’t Mass Automation. It’s Mass Customization 26:51 - 28:21 When Automation Works Against Your Customer 30:43 - 32:36 The 3 Things That Build Customer Trust 33:23 - 34:28 Great Leaders Learn to See Through Other People’s Eyes Full Episode: https://www.quickforms.com/post/ai-cu... X-Factor CX Scorecard: https://theexperiencegroup.com/boardg... Mentions: Bob Serling of Licensing Lab, Artem Koren of Sembly AI, Geoff Moore of Valmark Financial Group, Katie DeFeo of SunWest Federal Credit Union Powered by Rise25 Podcast Production Company - https://rise25.com/