AI is transforming customer experience from a backend tool to frontline engagement, with digital agents serving as brand ambassadors. A major shift is occurring as 70% of consumers now expect AI interactions to reflect empathy and brand tone. This requires a marketing-centric approach, as IT alone cannot effectively convey a brand’s voice.
Personality Engineering, the art of programming empathy and cultural sensitivity into AI, is essential in crafting authentic customer interactions. This ensures that AI provides a memorable and genuine experience—one that aligns with the brand’s values and identity.
As AI becomes the first point of contact, marketers must lead this evolution to ensure interactions are not just efficient but resonate emotionally with customers. Failure to do so risks creating forgettable agents that lack distinctiveness. Marketers are uniquely positioned to navigate this landscape by harnessing their understanding of emotion, culture, and context for a human-centered approach to AI.
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