AI makes the customer journey more personal than ever

AI for customer experience (GenCX)

Every customer is unique, and expects you to know it. GenCX combines behavioral data, customer feedback, and smart AI models to create an experience that adapts in real time. From dynamic content to real-time recommendations and proactive service: with GenCX, you personalize every step of the journey, without manual effort.

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Smarter journeys, greater return

What is GenCX?

GenCX stands for Generative Customer Experience: an AI solution that turns customer data, behavior, and context into personalized interactions. Think product recommendations, tailored content, or timely support, all driven by real-time input.

At Follo, we connect this AI technology to your customer data, making every interaction feel relevant and directly impact your results. That’s how we turn personalization into a strategic growth driver.

From fragmentation to flow

Why invest in GenCX?

The customer journey isn’t linear. GenCX helps you respond intelligently:

Real-time personalization based on behavior, channel, and context
Predictive insights for smarter marketing, sales, and service decisions
AI-powered feedback analysis for proactive optimization
Scalable A/B/C/X testing for continuously improved messaging

The result? Fewer drop-offs, higher conversions, and greater customer value.

What makes GenCX unique?

Hyper-personalized, without the manual work

GenCX runs autonomously yet remains fully customizable. Relevance no longer depends on segments, it’s driven by behavior. Content, channel, and timing are adjusted in real time. Sentiment analysis and Voice of the Customer (VoC) reveal how your customers truly feel. Journey intelligence predicts the next logical step. A/B/X tests are automatically generated, executed, and optimized. You learn what works, fast, without slowing down your team.

From prediction to creation

The technology behind GenCXv

GenCX is powered by two advanced forms of AI:

Predictive AI: anticipates customer behavior and optimizes the next step
Generative AI: creates content and variants for personalized messaging

By combining both, GenCX forms a self-learning system that adapts in real time to your customer.

Our approach to GenCX

AI-powered journeys

We always start with your data and customer needs. Together, we design an AI-driven journey that is scalable, measurable, and brand-enhancing.

Insights into behavior, sentiment, and feedback
Content and recommendations aligned with real-time signals
Performance dashboards powered by the FolloEngine

This way, you don’t just improve the customer journey, you build lasting customer relationships.

The reality of hyper-personalization

Seize opportunities, avoid pitfalls

Hyper-personalization only works when the right conditions are in place. Many organizations struggle with data silos, inconsistent sources, and privacy concerns. And AI—at least for now—doesn’t understand emotion the way humans do.

GenCX is built with these challenges in mind: modular in design, scalable in deployment, and mindful of context, consent, and control. That’s how personalization stays both relevant and reliable.

The power of data in action

FolloEngine for GenCX

FolloEngine makes customer experience measurable and manageable:

Cross-channel analysis of behavior and feedback
Real-time optimizations based on journey performance
Insights into which content converts, and why

With FolloEngine, every interaction becomes a source of value.

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