Only 44% of UK consumers are awaiting the use of AI in digital experiences

New Ideas in MarketingEssential news for marketers, summarised by YouGov
December 03, 2019, 6:33 AM UTC

Conversely, 72% of UK marketers say their consumers are looking forward to AI.

This article cites an Acquia study which reveals that only 44% of British consumers are looking forward to AI-driven brand interactions, such as chatbots and voice assistants. But 72% UK marketers on the other hand believe that consumers are looking forward to AI being introduced.

Instead, UK consumers want brands to deliver “a seamless, personal digital experience”. 81% of respondents find automated brand experiences “too impersonal”. 65% of UK marketers say their customers want more personalisation.

Acquia’s Steve Williamson states that though the marketing industry is awaiting the inclusion of AI in customer experience, marketers should work on “getting the basics right”, which starts with personalisation. 61% of consumers said that in their total experience with a brand, marketing was “mostly ineffective”.

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