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, including a chatbot we built.

Key takeaways for marketing organisations:

• Organisations will need to know how to market to algorithms

• Organisations drive engagement through services, not brand

• People now expect to converse not just react and click
  
  Get in touch to learn more.