Artificial intelligence now also determines customer orientations

The plans of the leading players of the ecosystem show that artificial intelligence has the largest share of investment in this field, with 58 percent. While artificial intelligence is followed by cloud-based platforms and video/video calling solutions, the banking sector in particular is leading the investments in this field.

Artificial intelligence offers companies great opportunities to increase their operational effectiveness and efficiency in the competitive business world. Investment trends in customer experience management show that this impact is becoming more pronounced. Although high costs and complex integration processes require companies to adopt a more strategic and efficient approach when planning their artificial intelligence investments, sectors such as banking and finance can take bolder steps due to the competitive advantage to be gained. Emphasizing that the more proactive and widespread use of artificial intelligence will also affect customer experience management investments in 2025, MDYD Chairman of the Board of Directors Banu GüçlüHe stated that companies investing in new technologies will stand out in the competition.

Artificial End-to-end integration is a must for success in intelligence

According to the results of the Customer Experience Management Research conducted by MDYD in cooperation with PwC Türkiye and PRAGMA Research; 58 percent of companies plan to invest in artificial intelligence technologies. Pointing out that artificial intelligence accelerates all processes of customer experience management, Banu Fast stated that the end-to-end integration process is at a critical point in the success of investments in artificial intelligence.

The banking sector makes a difference in competition with artificial intelligence

Banking, one of the sectors that invests the most in artificial intelligence, is experiencing a transformation from customer loyalty to customer experience. Drawing attention to this change, Fast said, “While the foundations of the banking sector were based on customer loyalty, today this situation has turned into customer experience. Thanks to the innovations offered by artificial intelligence, banks can offer more personalized services to their customers. Consistent communication across all touchpoints is key to creating a good customer experience. For this reason, banks that want to make a difference in the competition and strengthen their brand perception are rapidly adapting to artificial intelligence.”