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Not sure how to use AI at work? You're not alone.

According to Microsoft's 2024 Work Trend Index Annual Report, the majority of companies surveyed don't even have an AI plan.


So... here's a very simple one anyone can use:


👉 Sales


Vision Statement: "Leverage AI to enhance sales performance by providing precise customer insights, personalizing engagement, and optimizing sales processes."


Adoption:


‣ Short-Term: Use AI to personalize sales content, collateral, demo scripts, workflows, cadences, sequences, etc. so it aligns with ICPs/audience segments.

‣ Long-Term: Use machine-learning models to analyze customer interaction data to predict buying behaviors.


Requires:


‣ CRM integration to leverage data across platforms.

‣ Training sessions for staff to ensure successful adoption and implementation

‣ Clearly-defined feedback loops that incorporate both sales team input and performance data so that AI models can be continuously improved.


KPIs:

‣ Conversions

‣ Sales Cycle Time or Changes in Sales Cycle Time

‣ Customer Engagement Scores


👉 Marketing


Vision Statement: "Empower marketing teams to deliver targeted campaigns and content, increasing ROI through AI-enhanced insights and automation."


Adoption:


‣ Short-Term: Use AI to personalize marketing content so it aligns with ICPs/audience segments, meeting customers where they are in their journey, giving them what they need, when they need it.

‣ Long-Term: Use machine-learning models to optimize marketing performance by analyzing interaction data, identifying key audience cohorts, and suggesting personalized engagement strategies and tactics.


Requires:


‣ CMS, CRM integrations

‣ A/B testing to ensure effectiveness

‣ Human oversight


KPIs:


‣ Customer Acquisition Cost

‣ ROI (Return on Marketing Spend)

‣ Conversions


👉 Customer Success


Vision Statement: "Utilize AI to understand and predict customer needs, delivering exceptional service and proactive solutions that enhance satisfaction and loyalty."


Adoption:


‣ Short-Term: Use AI chatbots that have been trained on product specs, sales collateral, marketing materials and CX training materials for initial support requests and quick resolution of common issues.

‣ Long-Term: Use machine-learning models to identify at-risk customers and initiate proactive retention/upsell strategies and tactics.


Requires:


‣ Training sessions for staff to ensure successful adoption and implementation.

‣ Clearly-defined feedback loops that incorporate both CX team input and performance data so that AI models can be continuously improved.


KPIs:


‣ Customer Satisfaction Scores

‣ First Contact Resolution Rates

‣ Customer Retention/Upsell Rates


General Considerations:


‣ Ethical implications: continuously manage ethical considerations regarding customer data privacy and the transparency of AI-driven decisions.

‣ Change Management: ensure that all team members are onboard and well-informed about how AI will affect their status and workflows.


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