In the evolving landscape of digital marketing and customer experience, AI is making waves with its potential to revolutionize personalization while raising crucial data privacy concerns.
Glassbox has released a report titled "AI in Personalization and Privacy" that explores this transformative impact and highlights the significant benefits AI brings to digital leaders.
"As AI becomes more interwoven with digital personalization efforts, it is essential for brands to balance the value it brings with the responsible application of data privacy. Our research stresses the need for businesses to invest in the compliance, usability and reliability of their digital data management systems to build customer trust, as they work to enhance customer experiences through the thoughtful deployment of secure AI solutions," said Yaron Morgenstern, CEO of Glassbox.
Personalization is key
An overwhelming 96% of digital experts emphasize that personalization is vital for delivering top-tier digital customer experiences. In the past year, 74% of companies have increased their spending on personalization initiatives, recognizing its crucial role in engaging customers.
AI integration
Two-thirds of digital professionals now use AI in their roles, with 39% considering it essential to their work. However, with this integration comes concern. About 77% of AI users believe companies need to address AI-related data privacy issues more effectively.
Data utilization and compliance
Almost half (49%) of AI users leverage customer data for AI-driven insights, yet 57% of those are worried about maintaining compliance with data privacy laws. This highlights the ongoing challenge of balancing innovation with privacy protection.
The survey also revealed that professionals at AI companies are 80% more likely to doubt their firm’s responsible AI use compared to those at non-AI companies. This underscores an urgent need for stronger cybersecurity measures and increased transparency in AI applications.
Other surveys have also highlighted the important role of personalization in improving customer experiences.
