In a discussion about the future of marketing, Salesforce’s Mathew Sweezey spoke about the ‘post AI consumer’ who interacts with artificial intelligence regularly. By 2025, the expectation is that 95% of interactions between customers and brands will be through AI. However, customers don’t trust brands nearly as much as they trust other customers, something that many brands fail to appreciate. Sweezey believes the key is to focus on contextual experiences. Two new frontiers are data (the use of many sources and tools) and voice (the growth of voice assistants).
- Artificial intelligence is something that the customer expects from most marketing companies at this point and marketers need to show their customers they’re comfortable using it.
- In the future it is predicted that in as early as 2025 up to 95% of all interactions with a customer and a brand will be happening via AI.
- The experience a customer has with a brand is just as important as the product, and the experience should be treated as a product because of that. It can ultimately lead to sales.
“Creating a cohesive customer experience also comes back to data. Data is growing at a rapid rate, with the average brand currently using 15 different data sources and 39 different tools across the entire customer journey to manage a single customer.”