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The customer experience (CX) technology toolbox has evolved quite dramatically over the past decade. Marketers in particular have expanded the technology capabilities they use to manage customer journeys across all channels (e.g. web, email and social media). Specifically, findings from Aberdeen’s Customer Experience Trends 2018 (January 2018) study shows that firms are planning to increase their adoption of machine learning from 33% to 56%, and of artificial intelligence (AI) from 27% to 53%. This marks a 70% planned annual increase in adoption of machine learning, and a 96% planned annual increase in adoption of AI, from the end of 2017 to the end of 2018.

While the actual adoption rates may vary from planned adoption, these numbers signal that incorporating AI capabilities within the marketing technology toolbox is a top priority for marketers. Take a look at the infographic below to see how brands such as Netflix, Starbucks, Nike, Lowe’s, BMW and Campbell’s Soup are leveraging AI in their marketing.

Image Source: 16best.net 

To take a deeper dive into the role of artificial intelligence in helping marketers better connect with their customers, and learn the key building blocks Aberdeen research has uncovered for successful AI-powered marketing, download this research brief by Aberdeen’s Omer Minkara.

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