1、Where AI and Marketing Collide:2024 CX Predictions ACXIOMS ANNUAL CX TRENDS REPORTWhere AI and Marketing Collide:2024 CX Predictions2ContentsForewordIntroduction Trend 01:Shoppable AdsTrend 02:Proactive Customer ServiceTrend 03:Healthy Acquisition and RetentionTrend 04:Predictive PersonalizationTren

2、d 05:Sustainable CXConclusionMethodology and Sample Breakdown030409192938465560CONTENTS AI and Marketing Collide:2024 CX Predictions3FOREWORDForeword:AIpowered capabilities will supercharge CXin2024Last year,when we launched our inaugural CX trends report,we looked at a few macro trends automation,i

3、mmersion,and intuitive tech that are driving the customer experience revolution.This year,weve zoomed in on how AI is fueling emerging trends in the CX space.Given the recent AI hype,its easy to think marketers cansit back,put their feet up,and let the machines take thewheel.No need to be concerned

4、with prospect acquisition orcustomer retention when new generative AI models candoit all for us,right?The reality is,of course,quite different.AI certainly hashuge potential.Throughout this report youll discover numerous ways its being used to facilitate exciting new marketing capabilities.But there

5、 are no silver bullets AIincluded.Keep in mind,AI is an umbrella term for awide range of complex,data-driven technologies.Brands need to think carefully about how they harness its power,inconjunction with the requisite human expertise,to deliver real long-term value.This inevitably means starting wi

6、th the customer.Rather than trying to force fit shiny new AI-powered tactics into their marketing mix,brands should be asking themselves how AI can help them understand their customers needs.That is what matters.Understanding enables meaningful,personalized experiences that meet those needs.Whether