Embracing a client-centric focus in the age of AI and emerging technologies
There’s been a lot of talk about how the surge in AI tools will impact the graphic design industry. Arguments for and against building AI into daily workflow. As with any new technology, businesses need to be vigilant that they don’t get swept up in the phenomenon so as to lose themselves, but equally open-minded to adapting so as not to lose market share.
The question we’ve been asking ourselves is, “how can we embrace these new technologies while staying true to the core values that keep our clients coming back to us?” We don’t want to become unrecognisable in the quest to stay ahead of the technological curve. As AI and emerging technologies reshape our business landscape, rather than just keeping up to date with the latest innovations, it means centring our strategies even more strongly around the needs of our clients. At the end of the day, it’s anticipating their needs and delivering personalised solutions that drive success, regardless of the technology.
The industry at a crossroads
Across all industries, companies face the challenge of learning how best to integrate AI into their day-to-day operations. While these advancements promise improved efficiency and new capabilities, they also run the risk of distancing businesses from their clients. This is a pivotal moment: will companies leverage these new technologies to deepen their client relationships, or will they allow it to create a disconnect?
We think the answer lies in a balanced approach. AI can offer great insights into client behaviours and preferences, so that businesses can personalise their offerings in a way that we’ve never seen before. However, we mustn’t forget that technology is just a tool, not a replacement for genuine human connection. The companies that will thrive are those that use technology to augment their client relationships, not supplant them.
Our commitment to client-centric innovation
At Michon, we have a deep commitment to our clients. We believe that technology should enhance, not replace, the personal touch that defines our client relationships. Our client-centric approach is multifaceted, combining the latest technological advancements with a dedication to understanding and anticipating our clients’ needs – an understanding that is deeply rooted in human, face-to-face interaction.
In essence what we do hasn’t changed in the 40+ years we’ve been in business – we invest time in building strong, personal relationships with our clients. We listen, we engage, and we act on their feedback, and their voice is at the heart of everything we do. But we’ve built emerging technologies into that strategy, working with AI to gather and analyse data, which gives us valuable insight into individual preferences and behaviours. Then we can tailor our strategies and solutions to each client’s unique needs, to deliver maximum value.
The future of client relationships
Looking ahead, the integration of AI and new technologies will continue to redefine how businesses operate. But the core principle remains the same: a client-centric focus is key. By using technology to gain deeper insights and improve efficiencies, businesses can better serve their clients, creating more personalised and impactful experiences.
In Up To The Light’s 2024 What Clients Think Report, 89% of clients stated that AI offers huge potential for brands and marketing. Ultimately, our clients will be incorporating AI into their working lives, and expect some levels of adoption from their agencies in the coming months and years.
We’re excited about the possibilities that these new technologies bring. We see them as opportunities to add value to our client relationships, not diminish them. Our strategy is to embrace these advancements while staying true to our core values – delivering memorable brand experiences and high-quality client services.
What can you do now?
- Don’t throw the baby out with the bathwater
It can be exciting (or daunting) to incorporate new technologies into your strategy, but take the time to analyse what you’re good at, retain what’s working and identify opportunities for AI and emerging technologies to enhance your existing offering. - Start small
You might be tempted to try everything all at once, but hold back. Take one area of your business that stands to improve the most from incorporating AI and start there. Review the success, then based on the results, build AI into other areas of your business that need it. This way you can adjust your strategy bit by bit, and avoid the ‘shock’ of too much at once, risking confusing both your internal team and your clients. - Involve everyone
Don’t just isolate new technologies to one team or department. Be sure to consult with teams and individuals across the business when starting out. That way you can better assess and test the impact any changes will have, not just in one area of your business, but as a whole. Ultimately, if you do choose to adopt new technologies into your business, it will need to be communicated business-wide. So the earlier you involve everyone, the easier it will be to bring them along on the journey. - Have fun with it
While it can be intimidating, AI has the power to affect real and lasting change on businesses. When used correctly it won’t just improve productivity, but boost morale and team engagement, as we have found. Be open-minded to new technologies and have fun experimenting. You’re not obliged to sign up to everything, but now is a great time to see what could work well in your business. - Review ongoing
While you’re taking the time to familiarise yourself with AI and its benefits, establish a period of ongoing review. Encourage a strong feedback loop amongst your internal team and your clients to understand the true impact the emerging technologies are having on your business strategy. These technologies are evolving faster than a lot of businesses can keep up with, and new technologies are appearing all the time, so it’s important to review regularly in case there’s another, better way.
In conclusion
As new technologies come about, we need to remember that the essence of a successful business lies in meeting and exceeding your clients’ needs. These are powerful tools that, when used by the right people in the right way, can greatly improve client relationships. At Michon, we have built a client-centric agency, which means that we keep pace with change, but always with our clients at the heart of our strategy.
Do you need help refining your strategy in the age of AI? Get in touch – we’d love to help. Alternatively, for the latest industry news, take a look at our Articles page.