Forbes Communications Council: How To Use GenAI To Enhance And Improve The Customer Experience

GenAI Isn’t Just for Content - It’s Redefining the Customer Experience

Generative AI might have made its name in content creation, but that’s just the beginning. For forward-thinking brands, it’s rapidly becoming a powerful tool for transforming how we serve, engage, and retain customers.

In my latest Forbes article, I joined other marketing leaders to explore innovative ways GenAI is being used to enhance the customer experience. This isn’t hype, it’s practical strategy, already in motion across industries.

My take? Use GenAI to uncover what really matters.
At Grounded Growth Studio, we help clients tap into the voice of the customer - not just through surveys, but by using GenAI to analyze feedback in real time. That means adjusting messaging and offers based on real needs, not assumptions.

Other expert insights in the article include:

→ Turning thousands of interactions into clear product insights
→ Using GenAI for proactive support before a ticket is ever opened
→ Visualizing “what if” journeys for customers to explore outcomes
→ Reengaging at-risk buyers with smart, AI-driven touchpoints
→ And optimizing entire CX journeys on digital platforms

Read the full article:
How To Use GenAI To Enhance And Improve The Customer Experience

Because today’s customers don’t just want faster service—they want to be understood.