The AI-enhanced CX: Agility for an uncertain future

Good Morning!

Despite uncertainty caused by COVID-19, the demand for AI is steady. SAP’s Sven Feurer discusses how AI will continue to play a critical role in businesses staying agile and ahead of customers’ evolving needs.

He writes: Two of the most high-impact use cases for AI in marketing are target account selection and lead nurture. For account selection, predictive analytics can be used to select the best set of target accounts based on their propensity to convert, allowing marketing teams to be laser-focused on the accounts where it matters most.

Also Dave Neway, head of product marketing at IBM Watson Advertising, touches on how AI can impact digital marketing and help bridge the trust gap between brand and their customers.

Says Dave: Not only do brands have to ensure they are solving for trust and safety among their own workforces and supply chains, but they also must assure their consumers can trust them to uphold these standards while driving enough revenue to withstand the unpredictable months ahead.