Artificial intelligence (AI) is revolutionizing customer relationship management and loyalty programs in 2023, moving brands toward dynamic engagement models. Thriwe and Infobip predict rapid adoption of AI-driven systems that foster real-time interaction rather than static rewards. Dhruv Verma, CEO of Thriwe, emphasizes a shift from rigid loyalty schemes to responsive, personalized engagement powered by AI. These intelligent recommendation engines will adapt to customer behavior, enhancing brand affinity through meaningful interactions.
As regulatory pressures increase, brands will bolster data governance to ensure compliance while optimizing customer experiences. Infobip highlights the surge in AI-enabled communication, managing up to 95% of routine interactions by 2026, transforming traditional customer service. Additionally, platforms like WhatsApp are evolving into super apps, integrating messaging, marketing, and payments for seamless customer journeys. By leveraging data across channels, brands are set to create a unified, personalized experience, ultimately driving loyalty and emotional connections with customers.
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