Tolulope Onibokun Urges Companies to Rethink Customer Experience with AI-Driven Health Checks

By Benson Michael

As customer expectations continue to evolve, Tolulope Onibokun, Customer Experience Manager at Avetium, is encouraging businesses to adopt artificial intelligence (AI) in monitoring and improving customer relationships. She believes that proactive customer care, powered by AI, is fast becoming the most critical driver of loyalty and business success.

In her view, traditional approaches to customer service where companies respond only after a problem has been reported are no longer sufficient in today’s fast-paced business landscape. Instead, she advocates for what she calls “customer health checks,” a structured assessment of how satisfied, engaged, and connected a customer feels at every stage of their journey.

“Most companies used to wait until something went wrong before taking action. But today, with the help of AI, we can see the signs early and act before issues escalate,” Onibokun said.

AI and the Shift Toward Proactive Engagement

She explains that AI is transforming how businesses assess customer health by analyzing large sets of data such as CRM activity, product usage, sentiment trends, and support records. These insights are used to assign health scores to individual customers, helping teams quickly identify those at risk of churn or dissatisfaction.

For example, a decline in usage, missed subscription renewals, or repeated negative feedback can trigger alerts that prompt customer experience teams to intervene with personalized solutions.

“AI helps us move beyond guesswork. It gives us visibility into customer behavior so we can act quickly and effectively,” she added.

Beyond Monitoring: Creating Better Experiences

According to Onibokun, AI is not just a monitoring tool but a powerful driver of customer satisfaction and retention. By understanding usage patterns and feedback trends, companies can personalize how they engage with customers. This includes delivering smarter product tutorials, recommending helpful features, and automating outreach campaigns for inactive users.

This proactive approach, she said, leads to improved customer loyalty and increased lifetime value.

“It’s about being intentional with every interaction. When a customer feels seen and supported, they’re more likely to stay and grow with your brand,” she said.

Practical Lessons from Avetium

At Avetium, Onibokun leads a customer experience team that uses AI to stay ahead of potential issues. Rather than reacting to complaints, the team relies on intelligent alerts and recommendations to maintain strong, ongoing relationships with clients.

She emphasized that this approach doesn’t replace human interaction but enhances it.

“We still need empathy and real conversations. What AI does is give us better timing and better information to make those conversations more impactful,” she said.

Addressing the Challenges

Despite the benefits, Onibokun acknowledges that integrating AI into customer workflows isn’t without its challenges. It requires reliable data, seamless system integration, and a thoughtful approach to privacy and ethics.

“Technology is only as good as the strategy behind it. We have to use AI responsibly and ensure it supports not replaces our human teams,” she said.

Conclusion

As more businesses explore AI to enhance their customer experience strategies, Onibokun believes the goal should be more than just efficiency. It should be about building deeper relationships and creating companies that are more responsive, resilient, and ready for the future.

“With AI-powered customer health checks, we’re not just tracking satisfaction. We’re shaping the kind of businesses people want to stay loyal to,” she concluded.