Business Wire

REPLY

Share
REPLY: Artificial Intelligence is Fostering the Evolution of Customer Experience

Reply’s new trend report , which was conducted with the data-driven trend platform SONAR, shows up how Artificial Intelligence (AI) will play a crucial role in the continuous improvement of the future Customer Experience (CX). The SONAR trend platform - enabled by AI – analyses more than 50 million sources like international expert media, scientific publications, and patent applications from recent years to identify upcoming opportunities and trends that will be impacted the most by technological development.

According to the report, AI will further improve the efficiency and effectiveness of marketing, leading to better results and providing opportunities for brands to create entirely new experiences for customers. The use of AI will exponentially increase data collection capabilities to better understand consumer values and attitudes on a large scale. At the same time, improved data management that combines the increasing volumes of structured and unstructured data will enhance the ability of AI to better predict the future.

In all areas of marketing - whether in marketing research, marketing strategy or marketing action - AI will have a significant impact. The analysis identifies the core trends and the strongest enabling technologies supporting the different use cases, as correlated through expert media analysis.

In marketing research, two trends will be accelerated by AI: Sentiment Analysis and Visual Listening . Currently, Sentiment Analysis mostly offers a binary perspective on consumer relation to a brand based on positive or negative reactions online. However, AI-based concepts like Emotion AI and Natural Language Processing can identify nuances in consumer sentiment, helping brands understand consumer emotions at scale and in real-time. Similarly, Visual Listening technologies like Computer Vision, Deep Reinforcement Learning and MLOps allow brands to understand how they are perceived in visual contexts.

In terms of marketing strategy, the trends of Consumer Segmentation and Marketing Effectiveness Modelling (MEM) are also set to evolve rapidly thanks to AI. With Customer Segmentation, companies can use AI to create more dynamic and specific consumer segments, enabling brands to target individuals more precisely across a variety of digital channels and touchpoints, better addressing their needs. MEM, as the active tracking of campaign performance and ROI, is also rapidly advancing by using AI to capture and process exponentially increasing volumes of data. Soon, AI-enabled MEM will have ubiquitous applications not only tracking the past and present but also making predictions based on machine learning techniques.

Within the field of marketing action, Chatbots and Virtual Assistants and Personalised Customer Experiences are growing rapidly with AI. With Chatbots and Virtual Assistants, brands can offer one-to-one customer experiences at scale engaging with consumer in real-time. Personalised Customer Experiences are also enabled by AI using Natural Language Processing and MLOps to provide bespoke recommendations, customised messaging, and unique offers, helping establish stronger loyalty through meaningful interactions.

“The design of contemporary customer experiences is no longer possible without the use of Artificial Intelligence. This applies to all phases: marketing research, marketing strategy, and marketing action. AI can be used to create an IT landscape to make informed predictions and give marketing teams perspective on where they can take their customer experiences in the future. External analysts such as Luenendonk also share this vision and rank Reply as a market leader in their recently published market study on digital experience service providers," sums up Filippo Rizzante, CTO at Reply.

The Trend Report on AI and CX is part of a series on the topics of Logistics , New Interfaces , Automotive & mobility e-commerce , 5G .

Reply
Reply [MTA, STAR: REY, ISIN: IT0005282865] specialises in the design and implementation of solutions based on new communication channels and digital media. As a network of highly specialised companies, Reply defines and develops business models enabled by the new models of AI, big data, cloud computing, digital media and the internet of things. Reply delivers consulting, system integration and digital services to organisations across the telecom and media; industry and services; banking and insurance; and public sectors. www.reply.com

Link:

ClickThru

Social Media:

https://www.facebook.com/ReplyinUK/

About Business Wire

Business Wire
Business Wire
101 California Street, 20th Floor
CA 94111 San Francisco

http://businesswire.com

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

Elegen and Nutcracker Therapeutics to Pilot First Fully Cell-Free Manufacturing Process for RNA-based Personalized Cancer Therapeutics11.7.2025 14:00:00 CEST | Press release

Fully cell-free process aims to further democratize personalized cancer therapeutic manufacturing with shorter turnaround times and negligible bioburden and endotoxin risks. Elegen, a global leader in next-generation DNA manufacturing, and Nutcracker Therapeutics, a global leader in next-generation RNA design and manufacturing, today announced the launch of a pilot program to demonstrate the industry’s first fully synthetic, cell-free manufacturing platform for RNA-based personalized cancer therapeutics (PCTs). The pilot marks another step toward making PCTs more accessible, timely, and scalable. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250711152688/en/ As late-stage PCT clinical trials progress and therapy developers work to create the next generation of PCTs, the speed, reliability, scaling and cost of traditional production methods pose a major challenge. Specifically, the first step of DNA template production is hi

$MBG Token Pre-Sale Set for July 15 — Only 7 Million Tokens Available at $0.3511.7.2025 10:17:00 CEST | Press release

MultiBank Group, the world’s largest financial derivatives institution headquartered in Dubai, has confirmed that its highly anticipated $MBG Token pre-sale will go live on July 15, with demand expected to be intense. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250711737311/en/ With only 7 million $MBG tokens up for grabs at an exclusive entry price of $0.35, this is a rare opportunity to secure early access to what many are calling the year’s most powerful utility asset. With only 7 million tokens up for grabs at an exclusive entry price of $0.35, this is a rare opportunity to secure early access to what many are calling the year’s most powerful utility asset. Early participants can join simultaneously on MultiBank.io, the Group’s regulated crypto exchange, and Uniswap, the world’s leading decentralized platform. Supported by $29 billion in real assets and powered by over $35 billion in daily turnover, $MBG is engineered

Live Story Raises €2.7 Million to Revolutionize the Digital Experience11.7.2025 10:05:00 CEST | Press release

With a round led by Vertis, the next-generation CMS platform accelerates its focus onAI, performance, and European expansion. Target: surpass €10M in recurring revenueby 2027. Live Story, the tech company founded by Stefano Mocellini, has closed a €2.7 million seed round led by Vertis, one of Italy’s leading early-growth venture capital firms. The funding will support the company’s international expansion and technological development, with a clear goal: to exceed €10 million in annual recurringrevenue by 2027. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250711335560/en/ “We invested in Live Story because it addresses one of the major inefficiencies in digital commerce: the slow and rigid management of visual and narrative content,” says Alessandro Pontari, Partner at Vertis SGR. “The platform helps brands drastically reduce their time-to-market through a visual CMS that integrates seamlessly with any tech stack. In a wor

With a Score of 84 out of 100, Sagemcom Is Awarded the EcoVadis Platinum Medal: a Prestigious Recognition of its CSR Commitment11.7.2025 09:00:00 CEST | Press release

Sagemcom Group is proud to announce that it has been awarded, for the third time, the Platinum Medal by EcoVadis, the highest distinction granted by the leading global platform for assessing Corporate Social Responsibility (CSR) performance. This medal places Sagemcom in the top 1% of companies evaluated worldwide, across all industries. With a score of 84 out of 100, Sagemcom reaffirms its position as a committed leader in ecological transition, business ethics, sustainable supply chain management, and social responsibility. “The EcoVadis Platinum Medal is more than just an award — it is the recognition of our collective efforts to embed sustainable development principles at the heart of our corporate strategy and culture,” says Sylvaine Couleur, Executive Vice President, CSR & Communication. “Achieving this level demonstrates that our commitments are tangible, impactful, and internationally recognized. This distinction strengthens our determination to further advance and expand our C

IEEE Standards Commitment to Advancing AI Governance Includes Impactful Contributions to New International AI Standards Exchange11.7.2025 08:00:00 CEST | Press release

IEEE, the world’s largest technical professional organization dedicated to advancing technology for humanity, and its IEEE Standards Association (IEEE SA) announced today that its portfolio of over 100 global AI-related standards is included in the new International AI Standards Exchange. This Exchange is a centralized repository of international AI standards with the aim to foster collaboration and responsible AI development worldwide. IEEE and its AI global standards were recognized in the 2024 United Nations AI Advisory Body’s Report, Governing AI for Humanity, which created the impetus for the AI Standards Exchange. Due to its impactful AI standards and related work, IEEE, a major standards body, was included as a partner in the establishment of the Exchange. IEEE President and CEO Kathleen Kramer, who is speaking at the AI for Good Summit this year at the High-Level AI Standards Panel,shares, “IEEE’s mission of advancing technology for the benefit of humanity is foundational to ou

In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.

Visit our pressroom
World GlobeA line styled icon from Orion Icon Library.HiddenA line styled icon from Orion Icon Library.Eye