Getting Personal: Consumer Perspectives on AI in Marketing and Customer Service
Research reveals where marketing and customer service are getting AI right – and where customer experience falls short.
Artificial intelligence (AI) has completely transformed how marketers interact with customers. But while AI’s value may seem apparent to marketers, consumer perception isn’t as clear.
We asked 2,502 U.S.consumers to share their perspectives on AI in marketing, customer service and the customer experience.
Findings reveal:
- How people feel about companies using AI for personalization today, and what types of personalization they prefer
- Which industries are the most successful with using AI to improve the customer experience – and which aren’t
- How a human touch and data privacy concerns will continue to shape perceptions of AI in the future
- How a CDP can help marketing, customer service and IT maximize the value of AI