How AI is changing the way companies market, service, and retain their customers

The products are changing, the market is changing, and the customers are changing. So how do you make sure that AI is manifesting your brand’s objective during this time of disruption? How do marketers adjust to the shifting landscape?

In this episode of IBM thinkLeaders podcast, we are joined by guests Anthony Mavromatis (VP of Customer Marketing Analytics & Data Science at American Express) & Jeanne Hopkins (CMO at Lola.com). We talk to Anthony and Jeanne about whether marketers are spending enough time with data, what AI can and can't do for marketers, and the tremendous importance of trust when it comes to data usage.

Connect with us @IBMthinkLeaders
@jeannehopkins
@LolaTravel
@AmericanExpress

“I think that many marketers need to be a little bit more curious. You need to be more curious about your customers. You need to be more curious about your community, your prospect base, and oftentimes that curiosity can be solved by some of this data.” -Jeanne Hopkins, CMO at Lola.com

“Along with a sense of the numbers, there's also a sense of what the AI is doing behind those numbers--that lead to those numbers. And I think that that's a skill set that many marketers need to acquire now because the reality is that AI is powering today a lot of the experiences and it's only going to increase. So the onus really is on the marketer to work with our data science team to understand like what is it that we want the experience to be? How do we want our brand or brand values to manifest?” -Anthony Mavromatis, VP of Customer Marketing Analytics & Data Science at American Express