At the 20th Asian Carriers Conference (ACC) in Cebu, branding and customer experience expert Alex Hunter underscored how artificial intelligence (AI) and personalization can transform brand loyalty in today’s competitive landscape.
ACC is co-presented by PLDT Global Corp., PLDT Enterprise, and Smart Communications Inc., along with Huawei, Digital Enabler stc Group, Eastern Communications, and BBIX Inc., Bankai Group, and Infobip.
Brands can use technology, such as AI, to not only streamline operations (automation) but also create personalized moments (machine learning) that drive brand loyalty.
“AI is a tool, not a feature,” he explained. “We have gotten too used to slapping ‘AI’ on everything we do without actually showing the customer how it makes their life better.”
Hunter noted the potential job losses AI might bring to certain industries. While he acknowledged that AI could displace some jobs in the short term, particularly in roles like customer service, he remained optimistic about the long-term opportunities AI could create.