Beyond Chatbots: How AI is Evolving Customer Journey Automation

AI is transforming the customer journey from linear funnels to real-time, adaptive experiences.

This topic explores how AI tools like Salesforce Einstein, Adobe Sensei, and Dynamic Yield enable marketers to dynamically adjust touchpoints based on user behavior and predictive analytics. With 88% of customers expecting personalized experiences (Salesforce, 2023), leveraging AI to automate and refine engagement across touchpoints—from ads to email to web—can dramatically improve ROI and lifetime value.

The piece also dives into case studies like Sephora and Netflix, showing how dynamic AI strategies increase conversion and retention. It provides actionable insights for digital marketers on mapping AI into the entire customer journey.

For further reading: https://www.salesforce.com/blog/how-ai-is-transforming-customer-journeys https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-state-of-ai-in-2023-generative-ais-breakout-year