#Factoftheweek
$30 billion
Companies will spend more than $30 billion by 2027 on AI-related infrastructure, platforms, software, and services to support their ability to personalize the customer experience.
Here are a few key areas they are targeting:
- Automated journey: Personalized engagements and automated sensing will help fast-path customers to transactional commerce.
- Search becoming a dialogue: Search and engage in dialogue with gen AI (artificial intelligence), building humanized digital AI as the primary customer interface.
- AI gig agencies: Traditional agencies will move to AI-enabled contractors.
- Marketing’s new hire, AI: Many marketing roles will be held by an AI worker, moving humans to roles of strategy, creativity, ethics, and blending the workforce.
Where are you seeing AI in the wild? How does your business plan to use it in 2025 and beyond? What ethical considerations are needed as we move to a more personalized, AI-driven world?