Published June 17-25, 2024
1
Exponential Era
Over the past few weeks, I have been meeting various CxOs – both customers and prospects. Even as they are engaged in “business as usual”, there is a growing realisation that there are “big technology dislocations” (in the words of Andrew Chen) underway. The question I get asked: AI will change business operations and customer interactions, but how? What is it that they should be doing?
I tell them that this is one of those decadal or generational “make-or-break” moments that come in every industry. Winners of the past may not dominate the future if they don’t make the transformations necessary. And vice versa: there is an opportunity to grow market share and profits if the right decisions can be made early on.
I tell them the story of the early years of the Internet that I lived through and was an active player in. The “dotcom” revolution meant that businesses had to build their digital presence and reimagine what it meant to operate in a connected world where geography was no longer a barrier for commerce. By building the IndiaWorld family of website from an office in Mumbai, I was reaching out to Indians globally. In a matter of a few years, I had built the largest digital media company with a reach in the millions via sites like Samachar, Khoj, Khel, and Bawarchi. This was something simply not possible via the traditional platforms of print and TV. The Internet brought forth new businesses and new business models, creating new winners – and losers – in the process. What was even more exciting was the second-generation of Internet businesses that came in after the dotcom bust in the early 2000s.
India experienced a similar boom in the past 5-7 years with the launch of Jio which commoditised high-speed Internet access via the mobile, the influx of cheap Chinese smartphones, and the launch of UPI for digital payments. Availability of venture capital also helped fuel the rise of startups and made it a golden era of experimentation. While many ventures failed, the ones that survive (due to a combination of luck and smarts) are the ones that lead the revolution.
OpenAI’s launch of ChatGPT in late 2022 is bringing forth a similar upheaval. While these are still early days, the exponential pace of change is seeing a level of innovation which we have not experienced before. A new generation of LLMs comes every few months. Thousands of startups have hundreds of billions of funding to build out the new future. From a New York Times article in late April: “Investors have poured $330 billion into about 26,000 A.I. and machine-learning start-ups over the past three years, according to PitchBook, which tracks the industry. That’s two-thirds more than the amount they spent funding 20,350 A.I. companies from 2018 through 2020.”
In this frenzy, what should businesses do? And how should they go about doing it? What can they do to maintain or gain a competitive advantage in tomorrow’s world? These are the questions I try and answer in my CxO conversations. In this essay, I have crafted a “CEO Memo” which addresses both the “what” and the “how” by looking ahead to the next stage of the AI revolution and how businesses can make the right moves to win the growth and profits battle – what I have termed as the “Profipoly Quest”. [See The Profipoly Quest and The Profipoly Quest: Maya’s Story].
2
The Future
Dear CEO,
What does the AI-first avatar of your business look like? While AI-ML models and Gen AI will help with supply chain management, process optimisation, customer services, and basic predictions, how will your customer relationships in a world where Agentic AI can enable large customer models, mirror worlds, digital twins for every customers, a Co-Marketer, and generative journeys? [Co-Marketer, Agentic AI, Generative Journeys] Are you ready for this coming future – beyond chatbots which help with coding and creatives generation? Are you prepared for a fundamental transformation in your customer relationships? How can you create this future first?
Here is a quote from “Competing for the Future” by CK Prahalad and Gary Hamel: “There is not one future but hundreds. There is no law that says most companies must be followers. Getting to the future first is not just about outrunning competitors bent on reaching the same prize. It is also about having one’s own view of what the prize is. There can be as many prizes as runners; imagination is the only limiting factor. Renoir, Picasso, Calder, Serat, and Chagall were all enormously successful artists, but each had an original and distinctive style. In no way did the success of one preordain the failure of another. Yet each artist spawned a host of imitators. In business, as in art, what distinguishes leaders from laggards, and greatness from mediocrity, is the ability to uniquely imagine what could be.”
Start by imagining what this future can be for your customers. For eCommerce, imagine every shopper’s digital twin interacting with a Co-Marketer to eliminate the tyranny of irrelevant messages and offers to get the right product recommendations at the right time. For a stock broking business, imagine a Co-Broker who can assimilate all the incoming news, distil trends, and then make portfolio suggestions. For a travel business, imagine a travel assistant for every customer being their advisor during the decision-making process and a guide during the actual travel. What’s common to these scenarios are three things:
- N=1 Hyper-personalisation, which ensures that the recommendations and pathways are unique for every customer
- Agent-to-Agent interaction, which creates efficiency in the engagement process, by focusing on the best options and filtering out the irrelevant
- Value-maximising journeys, which are composable, omnichannel, generative, shoppable, to ensure faster conversion
Together, they can help businesses multi-maximise every customer’s lifetime value, lay the foundation for exponential, forever, profitable, growth, and underpin the profipoly quest.
The Internet bridged distance and made geography irrelevant. AI will augment intelligence and improve the quality of brand-customer engagement. The key to unlocking this future will be proprietary data and workflows.
3
Glimpses – 1
Dear CEO,
Let’s look at tomorrow’s world through the eyes of others.
NBC News: “The future of dating could be filled with digital, artificial intelligence-powered personas setting each other up, according to the founder of a popular dating app. Bumble founder Whitney Wolfe Herd, speaking [recently] at the Bloomberg Tech Summit in San Francisco, said that her company is considering how AI can assist and empower women in their search for connection. One particular use of AI that Herd mentioned has gained traction online — although not everyone liked the idea. Herd proposed a scenario in which singles could use AI dating concierges as stand-ins for themselves when reaching out to prospective partners online. “There is a world where your dating concierge could go and date for you with other dating concierge … and then you don’t have to talk to 600 people,” she said…”We will not be a dating app in a few years,” she said. “Dating will be a component, but we will be a true human connection platform. This is where you will meet anyone you want to meet — a hiking buddy, a mahjong buddy, whatever you’re looking for.””
WSJ: “Women’s clothier Anne Klein is testing technology from AI Fashion that generates fashion shoots based on photos of real-life models. AI Fashion said it uses a mix of proprietary technology and industry-leading open-source models. “Consumers are looking for higher personalization, while also being able to see the product in a wide variety of different environments. AI enables us to do this at scale,” said Doug Weiss, senior vice president of digital, e-commerce and AI for Anne Klein parent company WHP Global. Weiss said the tool won’t necessarily completely replace photoshoots, but “this enables us to build out the broad assets our shoppers are looking for when they shop,” he said. A number of startups offer services that use AI to generate images based on a brand’s clothing line. In some cases models are completely AI-generated, a practice that has led to criticism for potentially putting real models out of work.”
Jaspreet Bindra: “Hyper-personalization has been the holy grail for retailers. Who has not gotten overwhelmed by the huge variety of products offered by large stores and market places? There are a million dresses to choose from even if we want only one. What if the retailer knew your exact preferences, sizes and needs and threw up personalized options like a human stylist would? The technology exists for this, with AI algorithms predicting consumer behaviour with remarkable accuracy and tailoring recommendations and content to suit individuals. With GenAI, marketing messages can be crafted for unique individual appeal…GenAI can transform your experience while shopping digitally. A personalized chatbot based on a Large Language Model (LLM) can be your friend and shopping guide. Say, you are excited about your first trip to Ladakh, but apprehensive of the cold there. You turn to an Amazon or Decathlon to buy warm clothes. You could tell a bot about your plan and it will check the weather forecast on those dates and help you get the gear needed for your Ladakh trip. It could even offer travel options and health tips.”
WSJ: “Online marketplaces are eager to add artificial-intelligence functionality to their search bars. The technology has the potential to behave like a ChatGPT version of a personal shopper, acting on sentence commands to come up with relevant results and digging up products the consumer might not even have known existed on the platform… A fully conversational online shopping experience might take some time to materialize, and it isn’t yet clear whether the switch will be worth it. For one, online shoppers are impatient, and large language models still take a relatively long time to spit out responses. Google previously found that, as page-load time goes from one second to five seconds, the probability of a user bouncing away increases 90%.”
4
Glimpses – 2
Dear CEO,
Continuing our look at tomorrow’s world through the eyes of others.
Bill Gates (Nov 2023): “An agent will be able to help you with all your activities if you want it to. With permission to follow your online interactions and real-world locations, it will develop a powerful understanding of the people, places, and activities you engage in. It will get your personal and work relationships, hobbies, preferences, and schedule. You’ll choose how and when it steps in to help with something or ask you to make a decision… Agents are smarter. They’re proactive—capable of making suggestions before you ask for them. They accomplish tasks across applications. They improve over time because they remember your activities and recognize intent and patterns in your behavior. Based on this information, they offer to provide what they think you need, although you will always make the final decisions. Imagine that you want to plan a trip. A travel bot will identify hotels that fit your budget. An agent will know what time of year you’ll be traveling and, based on its knowledge about whether you always try a new destination or like to return to the same place repeatedly, it will be able to suggest locations. When asked, it will recommend things to do based on your interests and propensity for adventure, and it will book reservations at the types of restaurants you would enjoy. If you want this kind of deeply personalized planning today, you need to pay a travel agent and spend time telling them what you want… Agents won’t simply make recommendations; they’ll help you act on them. If you want to buy a camera, you’ll have your agent read all the reviews for you, summarize them, make a recommendation, and place an order for it once you’ve made a decision. If you tell your agent that you want to watch Star Wars, it will know whether you’re subscribed to the right streaming service, and if you aren’t, it will offer to sign you up. And if you don’t know what you’re in the mood for, it will make customized suggestions and then figure out how to play the movie or show you choose.”
Technology Review: ““What you really want is just this thing that is off helping you,” [said OpenAI CEO Sam Altman]. [He] described the killer app for AI as a “super-competent colleague that knows absolutely everything about my whole life, every email, every conversation I’ve ever had, but doesn’t feel like an extension.” It could tackle some tasks instantly, he said, and for more complex ones it could go off and make an attempt, but come back with questions for you if it needs to. It’s a leap from OpenAI’s current offerings. Its leading applications, like DALL-E, Sora, and ChatGPT (which Altman referred to as “incredibly dumb” compared with what’s coming next), have wowed us with their ability to generate convincing text and surreal videos and images. But they mostly remain tools we use for isolated tasks, and they have limited capacity to learn about us from our conversations with them. In the new paradigm, as Altman sees it, the AI will be capable of helping us outside the chat interface and taking real-world tasks off our plates.”
Channel Futures: “Boomi CEO Steve Lucas…painted a picture in the near future where AI agents will trigger a “reimagining of every single enterprise application.”…“We’re seeing the full reimagining of every single enterprise application that exists on the planet today,” he continued. “Everything that we use today − CRM SFA, ERP, HRM, HCM, whatever it may be − those concepts were invented when you couldn’t ask a semiautonomous or autonomous AI agent to magically do something for you, or build a website from scratch. Now is the perfect time to do what we in this room collectively do, which is help companies connect their systems, their applications, their databases, their APIs, and of course, their people… “There will be thousands of things that we will no longer do in two short years,” he said. “The agent economy is coming; nothing will stop it. We will talk about applications, databases, APIs and agents all in one conversation.””
WBUR in conversation with chief technology correspondent at Axios Ina Fried: “Engineers are building AI “agents” that can take action on users’ behalf, everything from booking a flight to handling a customer service complaint… “If you start letting agents take action on their own and they’re wrong, what happens? Especially if an agent starts talking to another agent…I do think that’s our future, because the productivity gains and the idea of having your computer do menial tasks for you is so appealing. But I think we have to get to a place where the AI systems are in better shape, and we have better safeguards to make sure when they are wrong, there’s recourse versus actions that are irreversible.”
5
Glimpses – 3
Dear CEO,
Continuing our look at tomorrow’s world through the eyes of others.
Salesforce’s “State of Marketing Report” lists the top priorities for marketers.
McKinsey on Digital Twins: “Building a digital twin, especially for highly specialized applications (such as multimachine production scheduling or vehicle routing), can be time-consuming and resource-intensive. The effort often entails designing and developing new digital-twin models, a process that can take six months or longer and incur substantial labor, computing, and server costs. By leveraging a software development platform such as GitHub, large language models (LLMs) can create code for the digital twin, accelerating the development process and increasing effectiveness. This ability to generate such output leads to an exciting prospect: LLMs could possibly be used to create a generalized digital-twin solution—a foundational, universal model—that facilitates design and serves as a starting point for developers across digital-twin projects and even industries.” More: “a global retailer recently set out to rethink its supply chain with an eye toward cutting costs, optimizing service, and boosting sustainability. It was a complex problem that involved optimizing an array of key levers, such as inventory positioning, product flow optimization, supply planning, and carbon emissions. Drawing on the organization’s vast quantities of real-time data, a team created a digital twin of its global supply chain operations—a sprawling system of manufacturing facilities, freight and cargo operations, third-party contractors, and distribution centers. The digital replica allowed the retailer to test more than 50 scenarios a day, examining potential outcomes for various large and small choices along the supply chain, all without any real-life disruptions. An optimization engine embedded within the digital twin provided users with informed recommendations in the meantime. Ultimately, the company made a series of optimized decisions that sparked a 7 percent reduction in carbon emissions and a 5 percent improvement in customer orders received on time.”
With smarter AI-powered conversations, marketing will look more like sales over time. Rather than 1:many broadcast, we will have many 1:1 agents selling people over chat/phone/video and providing a truly personalized pitch. We only have marketing because 1:1 sales for everything is too expensive. But with AI allowing people to convert $ to labor, we will see unique combinations of mass 1:1 sales with brand efforts to give your virtual salesforce air cover. And along with sales, mass personalized landing pages, product experiences, and so on. Everything will be white glove and concierge, rather than mass-produced.
When a marketer kicks off in new campaign, it might be more like spinning up an instance of millions of virtual AI sales people — or better yet, “sales companions” — that go out and engage consumers in the exact way they want to be engaged. That might be chat, or they might buy online ads (but each one tailored, 1:1), or send emails. Or call.
These agents might speak every language in the world. They might know every idiom and every way to be persuasive no matter who you are. They might not only relay an initial message but know how to follow up exactly the right way. Maybe it won’t resemble selling at all, but instead they’ll be your friend, and part of being your friend is I’ll make recommendations on where you should go when you travel.
Thus, the next generation of AI-driven marketing might be like scaling up a massive team and having millions or even billions of one-on-one conversations…The only thing that keeps marketers from being able to cover the entire surface area of marketing channels, and deliver breathtakingly new creative against all these channels, is the cost of planning creating an executing all the campaigns. But imagine this goes to zero — maybe we’ll be able to cover all the surface area, no matter how many, and how complex.
6
Five Building Blocks
Dear CEO,
What does all this mean for your business? And how do you lead and build the AI-first version of your business? The first thing to recognise is that this new world is beyond generative AI and chatbots – which enable a natural language interface to query and interact with vast text (and images, audio, and video) libraries. While generative AI will continue to improve productivity of every employee, the real opportunity lies is in the next generation of AI: the world of Agentic AI for the customer interface.
This world will have five building blocks: Large Customer Models, Mirror World, Digital Twins, co-Marketer, and Generative Journeys. Taken together, they will enable the three objectives of hyper-personalisation, the digital twin interacting with the Co-Marketer to simplify the engagement process, and win-win journeys which are value-maximising for both the brand and the customer to enable faster conversions. Let’s discuss this further. And then we will get to the “How” you can make it happen?
Large Customer Models (LCMs): LCMs are the foundation of your AI-driven customer strategy. These models are trained on vast amounts of customer data, including demographics, transactions, interactions, and behaviours. By continuously learning from this data, LCMs develop a deep understanding of each individual customer’s preferences, needs, and patterns. They enable you to create rich, dynamic customer profiles that evolve in real-time, laying the groundwork for truly personalised experiences. Think of LCMs as CDPs come alive.
Mirror World: The Mirror World is a virtual environment where you can simulate and test various customer scenarios and strategies. It’s a sandbox where your AI agents, such as Digital Twins and Co-Marketers, can interact and learn from each other. By running simulations in the Mirror World, you can optimise customer journeys, experiment with new approaches, and identify the most effective tactics before deploying them in the real world. This allows you to innovate faster and with greater confidence.
Digital Twins: Digital Twins are AI-powered replicas of your individual customers. They encapsulate everything you know about a customer – their preferences, behaviours, and interactions – and use this knowledge to predict their needs and actions. Digital Twins operate in the Mirror World, interacting with your Co-Marketer to find the best ways to engage and serve each customer. By having a Digital Twin for every customer, you can achieve true 1:1 personalisation at scale.
Co-Marketer: The Co-Marketer is your CMO’s AI-powered marketing assistant. It collaborates with your human marketing team, taking on tasks like customer segmentation, campaign planning, content creation, and journey optimisation. The Co-Marketer learns from your best marketers and from the interactions between Digital Twins in the Mirror World. It can generate highly targeted, emotionally resonant content and offers for each individual customer, and continuously optimise the timing, channel, and message of your communications. The Co-Marketer also frees up human resources for more creative and strategic initiatives.
Generative Journeys: Generative Journeys represent the next frontier of customer engagement. Unlike static, rule-based customer journeys, Generative Journeys are dynamic, adaptive, and unique to each customer. They leverage the power of your LCM, Mirror World, Digital Twins, and Co-Marketer to create optimal, fluid, value-maximising paths for each customer in real-time. Generative Journeys are omnichannel, shoppable, and designed to accelerate the customer’s progress towards their goals – whether that’s making a purchase, learning about a product, or getting support.
By investing in these five building blocks, you can create a virtuous cycle of learning and optimisation. As your LCM learns from real-world interactions (and events), your Mirror World simulations become more accurate. As your Digital Twins interact with your Co-Marketer, they uncover new insights and strategies. And as you deploy Generative Journeys, you’re continuously learning and adapting to each customer’s evolving needs.
7
Three Objectives
Dear CEO,
Agentic AI will help you accomplish the intermediate objectives of better discovery, engagement, and loyalty en route to maximising customer lifetime value.
N=1 Hyper-Personalisation for Discovery
In the age of Agentic AI, customer discovery goes beyond simple segmentation and targeting. It’s about understanding each individual customer at a deep, granular level. This is where your Large Customer Model (LCM) comes into play.
Your LCM, powered by vast amounts of customer data, builds a rich, dynamic profile of each customer. It understands their unique needs, preferences, and behaviours. This understanding allows your Co-Marketer to generate highly personalised content, recommendations, and offers that are tailored to each individual.
Imagine a customer who has shown interest in eco-friendly products. Your Co-Marketer, armed with this insight, can proactively reach out with a personalised selection of your most sustainable offerings. Or consider a customer who has been struggling to find a product that meets their specific needs. Your Co-Marketer can engage them in a conversation, understand their requirements, and guide them to the perfect solution.
By making the discovery process more personalised and interactive, you can attract more customers, build stronger connections, and set the stage for a long-term relationship.
Agent-to-Agent Interaction for Engagement
The next challenge is to keep them customers engaged. This is where the power of Agent-to-Agent interaction and Generative Journeys comes into play.
With Agentic AI, engagement isn’t just about sending the right message at the right time. It’s about creating a seamless, adaptive, and value-adding experience across every touchpoint. Your Co-Marketer tests messages with the customer’s Digital Twin, and then engages the real customer with the right content and recommendations to create a “hotline” where no message from your brand is ignored.
Imagine a customer who has just made a purchase. Your Co-Marketer can immediately reach out with a personalised onboarding guide. If the customer has a question, your AI agents can collaborate to provide an instant, context-aware answer. If there’s an opportunity to upsell or cross-sell, your Co-Marketer can make a tailored recommendation.
Throughout the engagement journey, your LCM and Co-Marketer are continuously learning and optimising. They’re testing different approaches in the Mirror World, measuring results, and adjusting in real-time to maximise value for the customer. This dynamic, frictionless, and personalised engagement not only drives more transactions, but also builds trust and loyalty over time.
Value-Maximising Journeys for Loyalty
Ultimately, the goal of Agentic AI is to turn customers into lifelong advocates. This is where the true potential of generative journeys comes into play. These journeys are composable, made up of smaller movements. They are predictive in being to suggest the next best actions. They are also omnichannel across all touchpoints. They are also shoppable with inbox commerce enabling in-channel conversions.
With Agentic AI, loyalty isn’t just about rewards points or discount codes. It’s about creating a relationship where the customer feels understood, valued, and supported at every step. Your Co-Marketer, guided by the deep understanding of the customer’s Digital Twin, can anticipate needs, provide proactive support, and create moments of delight.
Imagine a customer who has been with your brand for a year. Your Co-Marketer can reach out with a personalised anniversary message, thanking them for their loyalty and offering a special gift. Or consider a customer who has had a negative experience. Your AI agent can work together to not just resolve the issue, but to go above and beyond in making things right.
By focusing on long-term value creation rather than short-term transactions, you can build a base of loyal customers who not only keep coming back, but also recommend your brand to others. This is the ultimate goal – turning customers into advocates who come back and bring their family and friends, thus driving sustainable, profitable growth.
8
Putting It Together
Dear CEO,
Discovery, Engagement, and Loyalty represent three critical stages of the customer journey. By leveraging Agentic AI at each stage, you can create a customer experience that is personalised, frictionless, and value-enriching.
This experience is powered by the continuous learning and optimisation of your AI universe. Every interaction, every data point, is an opportunity to better understand your customers and improve your service. Over time, this creates a powerful flywheel effect – better experiences lead to more loyal customers, which lead to more data and insights, which lead to even better experiences.
Implementing this vision will require a strategic approach. It means investing in the right AI capabilities, from your LCM to your Digital Twins to your Co-Marketer. It means rethinking your customer journey from the ground up, looking for opportunities to inject AI-powered personalisation and value at every step. And it means fostering a culture of kaizen (continuous learning) and customer-centricity.
But the potential rewards are immense. By harnessing Agentic AI to drive Discovery, Engagement, and Loyalty, you can not only achieve your immediate objectives, but also set your business up for long-term, sustainable growth. You can build a brand that customers love, trust, and advocate for.
**
So, how do you bring this world to life? Here is a 3-step approach.
- You will need an AI-first martech partner who can help you implement Agentic AI. This partner will bring with the foundational building blocks.
- Internally, you need to designate a “Chief AI Officer” who can interface with internal teams as well as the martech partner. Ideally, this role can be done by the CMO because it involved customer-linked activities. For this, a CMO willing to make the leap to a “Chief Profits Officer” mindset is needed.
- You should also set up a small team in the CEO’s office to work with the CMO and other CxOs to bring this transformation project to life. It must become one of your top three priorities, if not the most important. This is the project which will define the future of your business and your legacy.
**
Agentic AI is what can help you in the Profipoly Quest. The hardest part will be to get started by rising above the day-to-day BAU (business as usual) activities. It is only when you recognise that this technological revolution is a make-or-break for your business that you will act with the urgency that is needed. All you have to do is to look at past technological revolutions, and how the incumbents were dethroned by disrupters. You have a chance to be the disrupter to your own incumbent business – because someone else with an AI-first mindset is already plotting to do that.
As a CEO, this is the opportunity before you. To not just adapt to the AI revolution, but to lead it. To create a business that is truly customer-centric, data-driven, and future-ready. The journey won’t be easy, but it will be rewarding. And with Agentic AI as your partner, you have the tools and the insights to make it a success.
In the words of Robin Williams in “Dead Poets Society”: “Carpe diem. Seize the day.” This quote encapsulates the essence of the opportunity before you. Just as the students in the film were encouraged to make their lives extraordinary, you have the chance to make your customers’ lives and your business extraordinary. Seize this day, this moment, to embark on a transformative journey that will redefine your business and your legacy.
Imagine a future where every customer interaction is tailored, every engagement is meaningful, and every relationship is built on trust and value. This is the future that Agentic AI can help you create. A future where your business doesn’t just survive but thrives in the face of technological disruption.
So, do not wait for tomorrow. Take the first steps on this journey of transformation. Harness the power of Agentic AI to redefine what’s possible for your customers and your business, and multi-maximise every customer’s lifetime value. Conquer Mount Profipoly!
The future is here, and it’s waiting for your leadership. Will you seize it?
9
Summary
Since I used ChatGPT and Claude to help with some of the writing, I asked Gemini to summarise the memo.
Dear CEO,
The winds of change are upon us. AI is no longer a futuristic concept; it’s a revolution poised to disrupt traditional customer interactions. Businesses that fail to adapt risk being left behind.
This memo outlines the power of Agentic AI – your key to conquering “Mount Profipoly,” a future of exponential growth and customer loyalty.
The Rise of Agentic AI:
Imagine a world where every customer interaction is personalized, every touchpoint feels meaningful, and loyalty flourishes. Agentic AI unlocks this reality.
- Hyper-Personalization: Forget broad segmentation. Large Customer Models (LCMs) leverage vast data sets to understand individual needs and preferences.
- Agent-to-Agent Interaction: Co-Marketers, your AI-powered marketing assistants, collaborate with Digital Twins – virtual representations of each customer – to identify the best communication channels and offers.
- Value-Maximizing Journeys: Generative Journeys, powered by AI insights, create seamless, omnichannel experiences that convert faster and build enduring loyalty.
The Profipoly Quest: Three Stages to Customer Mastery
Agentic AI empowers you to excel in three crucial customer stages:
- Discovery: N=1 personalization takes center stage. LCMs identify individual needs, allowing Co-Marketers to deliver targeted content and recommendations, fostering stronger connections from the outset.
- Engagement: Forget generic broadcasts. Co-Marketers and Digital Twins create a “hotline” – a frictionless flow of personalized messages and interactions that keep customers engaged and valued.
- Loyalty: Go beyond loyalty programs. Agentic AI anticipates customer needs, offering proactive support and creating moments of delight that foster long-term brand advocacy.
Taking Action: Your First Steps
- Partner with an AI-First MarTech Expert: Find a specialist who understands the Agentic AI ecosystem and can guide your implementation.
- Appoint a Chief AI Officer (CAIO): Ideally, your CMO can spearhead this transformation. A CMO who embraces a “Chief Profits Officer” mindset is best positioned to translate customer insights into strategic growth.
- Assemble a Dedicated Team: This dedicated group, working with the CAIO and other CxOs, will champion the Profipoly journey and ensure its success.
Seize the Day!
Don’t let the “business as usual” mentality hold you back. The time to act is now.
Agentic AI is the key to unlocking exponential growth and customer loyalty. Embrace this transformation, become a leader in the AI revolution, and redefine your business legacy.
The future is here. Will you seize it?