AI is widely used by marketers for analytics, providing them with customer and market insights. Using AI to automate and drive experiences with this personalization is an important next step. However, the experience involves a customer and how they perceive this next level of personalization. Do they find these messages relevant and helpful? Does the level of knowledge come across as creepy?
The key themes were really around AI, personalization, omnichannel and the sort of correlation between those three. Depending on your business and brand, your level of importance on using those technologies can be very different.
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