REPLY
2.11.2021 09:32:11 CET | Business Wire | Press release
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
View source version on businesswire.com: https://www.businesswire.com/news/home/20211102005039/en/
Link:
Social Media:
About Business Wire
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
Lenovo Unlocks Data Potential with Next Generation of AI-Driven ThinkEdge Solutions23.2.2026 12:00:00 CET | Press release
New ThinkEdge devices deliver scalable, rugged, and versatile intelligence from gateway to high-performance edge for real-time insights Lenovo™ expanded its ThinkEdge portfolio with a new generation of AI-driven edge computing solutions, including the compact and reliable ThinkEdge SE10n Gen 2, the AI-ready ThinkEdge SE30n Gen 2, the AI-powerhouse ThinkEdge SE60n Gen 2, and Lenovo’s first industrial all-in-one (AIO) Panel PC, the ThinkEdge SE50a. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260223166717/en/ ThinkEdge SE10n Gen 2 As enterprises push intelligence closer to operations to improve resilience, reduce latency, and keep sensitive data local, edge computing has become a critical layer between devices, infrastructure, and cloud. Lenovo’s ThinkEdge solutions are purpose-built, industrial-grade edge systems designed to run reliably in harsh, space-constrained environments where traditional servers or PCs are impractic
Revolutionizing Performance Measurement: Industry-First Methodology for Testing 5G Network Slices Enabled by Ookla and Ericsson23.2.2026 12:00:00 CET | Press release
Specialized Speedtest app enabling real-time validation of differentiated 5G connectivity to be showcased at MWC Barcelona 2026 Ookla®, a global leader in connectivity intelligence, and Ericsson, a world leader in communications technology, demonstrate an innovative solution allowing users to measure and validate 5G network slicing performance. This collaboration marks a major milestone in the 5G-Advanced era, providing a way to validate the Quality of Experience (QoE) essential for the next generation of mobile applications and use cases. Historically, measuring the performance of an individual network slice from a consumer or enterprise device has been a significant technical challenge. Traditional speed tests measure the default internet connection. Through this collaboration, Ookla and Ericsson developed a methodology that enables the Speedtest app to identify and test specific network slices. This breakthrough demonstrates how Service Level Agreements (SLAs) for differentiated ser
Ant Group’s Alipay AI Pay and AI Health App AQ Each Surpass 100 Million Users During CNY as AI Adoption Accelerates in China23.2.2026 10:48:00 CET | Press release
As AI adoption gained momentum during the 2026 Chinese New Year, Ant Group announced today that both Alipay AI Pay and its AI health app AQ have each surpassed the 100 million user milestone. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260223266559/en/ A Chinese consumer paying with Alipay AI payment solution while ordering coffee AI Payment Adoption Accelerates amid CNY AI Shopping Boom From ordering bubble tea and coffee to buying movie tickets, Chinese consumers embraced AI-powered services in everyday scenarios during this year’s holiday, driving a surge in Alipay AI Pay usage. Alipay AI Pay has surpassed 100 million users on February 23, becoming the world’s first AI-native payment product to reach this milestone. This surge highlights the broad commercial adoption of AI-powered payments. During the week of February 5-11, Alipay AI Pay processed over 120 million transactions. Launched in 2025, Alipay AI Pay is an inn
Australian Motoring Service Adds Support for Apple’s Roadside Assistance via Satellite through Infobip23.2.2026 10:43:00 CET | Press release
Off-grid communication brings enhanced safety and reliability to drivers with iPhone 14 or later Global cloud communication platform Infobip supports Apple’s Roadside Assistance via satellite feature through Australian Motoring Service (AMS).* The groundbreaking technology enables drivers with iPhone 14 or later to request help and text with AMS — even in areas without cellular coverage — marking a significant advancement in automotive safety and customer service in Australia. According to the Australian Government, many parts of Australia’s regional and remote areas have no or poor mobile reception, which can make roadside assistance challenging. By leveraging Apple’s Roadside Assistance via satellite on Infobip's Cloud Contact Center solution, AMS provides critical support to stranded motorists in remote locations, including isolated highways, national parks, and mountainous regions. Rebecca Stenhouse, Chief Executive Officer at AMS, said: “At AMS, our priority is ensuring the safety
AOP Health on Rare Diseases: Information. Collaboration. Innovation.23.2.2026 10:00:00 CET | Press release
Why closing knowledge gaps matters for patients, healthcare and innovation. Between 27 and 36 million1 people in Europe are living with a rare disease, yet only around six percent currently have access to an approved treatment2. Progress in diagnosis and treatment is often slowed by knowledge gaps, including the lack of clear, reliable, and patient-friendly information needed to support informed decision-making. Drawing on 30 years of experience in researching and developing therapies for rare diseases, AOP Health underscores the importance of collaboration across the healthcare community. On Rare Disease Day 2026, the company joins healthcare professionals, researchers and patient representatives in highlighting the need for closer cooperation to generate, share and better use scarce data to improve care for people living with rare diseases. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260223167500/en/ Rare Diseases: Coll
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