WEBVTT

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Kimberly, thank you so
much for joining us.

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How has AI changed the way you look at
customer engagement?

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AI has really kind of expanded
the art of the possible

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when it comes to customer engagement.

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The Holy Grail in customer engagement is
really all about personalization,

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and the advent of AI has exploded that.

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So it's not only made personalization
possible for the customer more so than it

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ever was before,
but it's also enabled it at scale.

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So it's really having a significant impact
when it comes to customer engagement.

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And then I think the other piece is it's
really allowed for a more robust and real

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360 view of the customer.

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With AI, agents are able to pull together a lot of

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disparate AI sources and really,
truly give you a richer, robust,

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holistic view of customer insights.

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What does marketing agility mean to you
and how do you build it into your teams?

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Great question.

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So marketing agility to me means the
ability to respond, test,

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and learn quickly.

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I know it's probably an overused phrase
right now, but the change,

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the pace of change is insane.

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The explosion of AI tools is insane.

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Markets are evolving hourly, daily.

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So marketing agility becomes the ability
to respond to that.

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Take that into your adapted go to market
approach and see how customers react to

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that in real time and building that
marketing agility with your teams.

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It really comes down to
just a handful of things.

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It's starting with a shared sense of your
common goals and what your desired

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outcomes are.

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So when folks have that,
it really gives them the freedom and the

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flexibility to work towards those in the
most efficient and effective way.

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It's making sure your teams feel
comfortable and supported and

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experimenting, And then it's really
about giving them

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the tools they need to be able to do
their job successfully.

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How can marketing leaders really keep up
with this pace of innovation?

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In order to keep up with the pace of innovation,

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and it's challenging, but it's exciting.

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It's, it really all comes down to experimentation.

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It's experimenting yourself as a
marketing leader and also encouraging

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your teams to experiment.

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And that experimentation doesn't need to
be really formal and heavy-handed.

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In fact, it's, it's better if it
kind of happens more organically.

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For example, we have our
marketing and insights team

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and they were aware of a challenge that
our go to market team was tackling over

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the past few weeks of how they could
scale and build bespoke client

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intelligence and they just
took it upon themselves.

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It was really kind of a hands on
grassroots approach.

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It took them a day or two and they had a
really workable solution in place.

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So that was fantastic.

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They were able to pull together hundreds
of client insights in a matter of days

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versus weeks.

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But the really exciting part for me was
that the infrastructure of the solution

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they created was going to be repurposed
for a number of other AI use cases that

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we kind of have in the backlog.

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So it was twofold and it really came
about in a matter of a day or two.

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Thank you so much for joining us.

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Thank you.