In today’s highly competitive business environment, customer experience has become the defining factor between companies that thrive and those that struggle to keep up. According to Tolulope Onibokun, Customer Experience Manager at Avetium, artificial intelligence (AI) is helping forward-thinking organisations shift from reactive customer service to proactive engagement — a change she believes is essential for long-term success.

Onibokun describes customer health checks as structured assessments of customer engagement, satisfaction, and the overall quality of business relationships. Traditionally, these checks were reactive, often triggered by customer complaints or signs of churn. However, with the advent of AI, this model is evolving, enabling real-time monitoring and informed decision-making.

“Customer expectations have evolved. It’s no longer enough to wait until someone raises a complaint. The real goal now is to anticipate a customer’s needs and address issues before they become problems,” she said.

The Power of AI in Monitoring Customer Health

Onibokun explains that AI enhances customer health checks by analysing vast amounts of customer data, from CRM interactions and product usage to sentiment and support history. With machine learning models, businesses can now identify potential risks before a customer becomes disengaged.

AI-powered tools assign health scores to customers, highlighting those who may be unhappy based on signals like reduced activity, skipped renewals, or negative feedback. These early alerts allow customer success teams to step in with tailored, timely interventions.

“This approach gives businesses a clearer view of how customers are really doing. It’s about listening to behaviour, not just words,” she noted.

Enhancing the Experience, Not Just Monitoring It

Onibokun emphasises that AI goes beyond simply tracking customer well-being. It also plays a strategic role in improving the overall experience. When companies understand which features are most used, what customers are struggling with, and how they feel, they can deliver better support and more personalised communication.

Key benefits include:
• Customising support and messaging
• Automating onboarding journeys and product tutorials
• Recommending relevant features based on usage behaviour
• Re-engaging inactive users with personalised outreach

This level of personalisation, she says, not only builds loyalty but also increases customer lifetime value.

From Reactive to Proactive: A New Approach

At Avetium, where Onibokun leads the Customer Experience team, AI has become central to the company’s approach to client relationships. Instead of waiting for customers to raise issues, the system flags potential problems and recommends next steps, ensuring no customer is overlooked.

“It’s a shift from putting out fires to preventing them altogether. That’s what truly changes the dynamic,” she said.

Overcoming the Hurdles of AI Adoption

While the advantages of AI are clear, Onibokun acknowledges that adoption comes with challenges. Businesses must invest in data quality, proper integration, and ethical practices. More importantly, she notes that AI should support — not replace — human connection.

“You still need people to build trust. AI helps us be more effective, but empathy will always come from humans,” she said.

Conclusion

As customer demands continue to grow, Onibokun believes companies can no longer afford to guess how their customers feel. With AI-driven customer health checks, organisations gain the insights needed to act with care and foresight.

“By using AI the right way, we’re not just improving customer health — we’re building stronger, more resilient businesses,” she concluded.