The Future of Personalization: How Conversational AI Humanizes Experiences
The Future of AI in Personalization: A Conversation with Vendor Executives
In a recent discussion with vendor executives, the topic of conversational AI and its impact on personalization took center stage. While generative AI has been getting a lot of attention, it’s the conversational aspect that truly humanizes the technology and makes it more approachable.
Paul Greenberg, a prominent figure in the CRM space, emphasized the importance of the conversational side of AI, noting that it’s what makes the technology feel more personal and engaging. As we look ahead to 2025, the executives in the discussion see the potential for AI to revolutionize personalization across all aspects of customer experience.
John Taschek of Salesforce highlighted the shift towards personalized everything, not just in marketing but also in IT, customer service, and sales. The goal is to make every interaction centered around the individual, enabling them to get what they need faster and more accurately.
Rob Pinkerton of Oracle CX painted a picture of a future where AI enables proactive interactions, with service teams reaching out to customers before issues arise and salespeople providing guidance when customers are ready to make a purchase. This reversal of traditional roles is where the true impact of AI in personalization will be felt.
Anthony Leaper of SAP echoed this sentiment, emphasizing the importance of turning the conversation around to focus on the customer’s needs while still ensuring the company’s interests are maintained in the background. The ultimate goal is to deliver value by creating more personalized and customer-centric experiences.
As we look towards the future of AI in personalization, it’s clear that the conversational aspect will play a crucial role in humanizing the technology and driving meaningful interactions. By leveraging AI to create more personalized and proactive experiences, companies can truly differentiate themselves and deliver exceptional customer experiences in the years ahead.
