How CMOs Succeed with AI-Powered CX

What we've learned from the early days of CX technology is that forcing customers to conform to rigid mechanical processes (language choices, service versus support options) doesn't provide a customer-centric approach. It didn't take long for people to figure out pressing "O" to get a live operator--or shouting "agent" in frustration--was almost always the best choice. Thankfully, AI, powered by Machine Learning and evaluated and fine-tuned by humans, has come a long way in the last decade. AI-powered virtual assistants are now able to ask-- and respond to--open-ended questions like, "What can I do for you today?" Marketers fulfill a dual function within their organizations. But because of the unique insights that they gain into how their customers think, feel, act, behave, and buy, they're also customer advocates.