Top Takeaways from CRM + AI, EGC + Mailchimp Event
Posted by EGC Group | November 1, 2024
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“The New Loyalty Equation: Unlocking CRM and Retention in the Age of AI”—hosted by The EGC Group and Intuit Mailchimp—proved to be engaging and enlightening. Attendees learned how artificial intelligence (AI) is enhancing customer retention management (CRM), which encompasses practices, programs, attitudes—and humanity.
The Guest Panel
Moderated by Nicole Penn CEO of EGC, each of the guest panelists provided fresh insights into the importance of CRM (to be regarded?not?as a marketing goal but a comprehensive business strategy) and AI. Experts in their respective fields, these are the panelists who spoke:
What follows are several key takeaways that all businesses, large or small, should be mindful of:
Loyalty: The First Priority
The panel pointed out that building loyalty was first and foremost in any relationship, including between brands and customers. This is the first building block to developing a strong CRM foundation. Once established, loyalty is strengthened through AI.
Knowing the Customer Through-and-Through
Through AI, hyper-personalized insight into a particular customer’s habits, their browsing and purchase history, and other points are developed. Through strong and specific prompts, relevant content is delivered to customers—at the optimal place and time when they are browsing. Additionally, AI can help plan loyalty-building strategies ranging from exclusive sales to gift giving to enhance the positive relationship between brand and customer.?
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AI Improves the Humanity of Customer Feelings for Brands
The advanced technology behind AI contributes to the sense of loyalty a customer feels toward the brand. They feel validated and genuinely recognized.?
So, to sum it up: CRM—bolstered by AI—leads to a happier brand/customer relationship—a?human?feeling.
Tips From the Panelists
The event closed with the panelists offering their own personal tips and advice regarding CRM, AI, and the future:
Kimberly?stressed the importance of maximizing integrations in CRM platforms. (With over 300 different apps, and millions of customers, this is essential.)
Whitney?spoke about the versatility of AI’s capabilities, which range from writing creative briefs to content creation, among other tasks, and the importance of being in-tune with how these tools are always changing.
Frank?predicts the phasing out of the term “influencers” and rise of content creators, who—with careful leverage of AI—will become trusted sources among consumers. The winning goal will be for a customer to say of a content creator: “This person’s cool.” (Again, there is the human value.)
Veeral?refreshingly reminded attendees to simply “have fun” (or FAFO) when experimenting in developing prompts and to not feel intimidated by the technology, stating that AI will become “an agent on your side.”
The EGC Group thanks Intuit Mailchimp for its collaboration on this event, and to Kimberly, Whitney, Frank, and Veeral for their time and participation.