WPP Connect talk about the impact of AI on CX

I addressed an audience of WPP agency staff to talk about how AI has impacted customer experience expectations, and how this is impacting how CX and marketing professionals will need to work.

For some time now, how customers purchase and receive items has been altered by artificial intelligence making granular decisions for us. AI is becoming essential for interpreting the increasingly complex data needed to create exceptionally frictionless experiences in a way that humans and marketers would not be able to.

The presentation gave some real examples of how we are doing this.