New AI-powered technologies critical to the future of brand experiences, according to latest Merkle research

[London, UK.], (January 30, 2024) – Merkle, dentsu’s main technology-enabled, data-driven buyer expertise administration (CXM) firm, has launched the most recent instalment of its Imperatives analysis, highlighting the buyer urge for food for AI-powered applied sciences to ship higher digital journeys.

The analysis, which surveyed 2,100 shoppers and 820 manufacturers throughout 18 nations and three continents, discovered that 87% of shoppers imagine that Pure Language Processing (NLP) pushed by AI would enhance their model expertise. As well as, 83% reported the identical optimistic sentiment about good units, whereas 82% additionally mentioned the Metaverse, Augmented Actuality (AR) or Digital Actuality (VR) would enhance their model expertise. These new applied sciences embrace platforms like ChatGPT, Amazon’s Alexa and Apple’s Siri, language translation, and even digital buying assistants.

Whereas the experiential advantages of those new applied sciences, equivalent to cost-effectiveness, comfort and consistency for his or her model experiences, are clear to most shoppers, the bulk haven’t interacted with them. Solely 8% of consumers have used Metaverse, AR or VR applied sciences, whereas simply 10% have used NLP and 14%, good units.

But regardless of the perceived good thing about AI-powered expertise, the analysis demonstrates that belief stays low. Practically 4 in 5 of shoppers (79%) are involved about their knowledge and privateness being protected with the mixing of AI into their model journeys. Different issues embrace the expertise being hacked or hijacked to trigger hurt (79%), recording with out consent (76%), monitoring with out consent (73%) and whether or not the expertise is biased (68%).

With out correct oversight, AI-powered applied sciences can produce unintended penalties that detract from the general buyer expertise and destroy model belief. Merkle calls on manufacturers to supply reassurance and transparency round how they intend to make use of AI, inside a technical and moral framework that ensures safety and accountability.

“The potential for AI-powered expertise in buyer journeys is huge and is quickly being built-in into each buyer touchpoint to enhance experiences. As manufacturers race to include options to ship a extra immersive future, safety and surveillance are more likely to stay prime of thoughts for shoppers, so manufacturers should work exhausting to beat these issues by placing the proper expertise and insurance policies in place,” mentioned Margaret Wagner, President EMEA, Merkle.

Throughout the dentsu group, manufacturers are being supported to combine AI instruments into their new and current services. Dentsu has launched a safe, enterprise infrastructure that permits AI innovation, which it’s testing, prototyping, and making use of to actual world model challenges. By working inside protected inside areas, fairly than utilizing exterior instruments, it’s preserving confidential info protected and safe.

The 2024 Imperatives can be found in a downloadable analysis report. Go to right here to obtain.

Concerning the analysis:

Merkle surveyed 2,100 shoppers and 820 manufacturers throughout 18 nations and three continents. This preliminary instalment is targeted on shoppers, who have been requested questions on subjects equivalent to AI in advertising, preferences on buyer knowledge utilization, and adoption of rising tech. The model responses would be the foundation of the second report, to be launched this spring. Survey fieldwork was carried out October-November 2023.

About Merkle

Merkle, a dentsu firm, is a number one data-driven buyer expertise administration (CXM) firm that specialises within the supply of distinctive, personalised buyer experiences throughout platforms and units. For greater than 30 years, Fortune 1000 firms and main nonprofit organisations have partnered with Merkle to maximise the worth of their buyer portfolios. The corporate’s heritage in knowledge, expertise, and analytics kinds the muse for its unmatched abilities in understanding shopper insights that drive hyper-personalised advertising methods. Its mixed strengths in consulting, artistic, media, analytics, knowledge, identification, CX/commerce, expertise, and loyalty & promotions drive improved advertising outcomes and aggressive benefit. Merkle has greater than 16,000 staff in 30+ nations all through the Americas, EMEA, and APAC. For extra info, contact Merkle at 1-877-9-Merkle or go to

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