GenAI is disrupting customer-brand experiences with a new era of hyper-personalisation and innovation, opening up new experiences for consumers and new revenue opportunities for brands. GenAI bridges the gap between expectation and product/service delivery taking customer satisfaction to a whole new level. Across the spectrum from retail, travel, hospitality to consumer product goods, brands are undergoing transformation in customer experience, marketing, NPD and innovation.
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GenAI has unleashed a new age of digital transformation in customer experience (CX), NPD, innovation, marketing and customer service, with opportunities for elevated brand experiences that consumers will enjoy and pay more for while build lasting engagement for long-term commercial success. GenAI Is the “secret sauce” for loyalty and emotional customer connections.
Despite increased digitalisation across the customer journey, there is still huge importance of IRL experiences boosted by GenAI that are personalised, immersive and most importantly joyful. To ensure consumer enjoyment, GenAI must not to be end in itself but work hand in hand with human creativity and ingenuity for the most authentic omnichannel experience.
GenAI is more pervasive in how consumers engage with brands, with natural language processing delivering ever greater levels of personalisation, thanks to AI assistants, advanced data analytics and machine learning. With AI boosting marketing thanks to its multimodality and creating new unique interactions, guardrails are vital to ensure data privacy and consumer protection.
With OpenAI and Bard launching AI agents, increasingly AI will do the heavy lifting online from travel bookings to shopping for a new era of A-commerce. Businesses need to be AI-ready now. Believe the hype and ensure that their data strategy is primed and ready to ensure quality results for optimum revenues and conversions that GenAI is delivering to brands embracing its power.
Businesses will need to self-regulate as regulators play catch up. Adopting responsible and impact-conscious AI from the outset guarantees brand integrity and mitigate the risks, as AI only continues to evolve and become more powerful, woven into consumers’ daily lives and how they engage with brands and experience the world with a new generation of AI natives such as Gen Beta.
Travel encompasses several categories including tourism flows, lodging, travel modes, in-destination spending and booking.
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