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2024
AudienceofOneReport:
TheMarketerandtheMachine
ABOUTMOVABLEINK
MovableInkpersonalizeseverycustomer
engagementthroughautomationand
artificialintelligence.Theworld’smost
innovativebrandsrelyonMovableInkto
maximizerevenue,simplifyworkflows,and
achievetheoptimalcustomerexperience.
HeadquarteredinNewYorkCitywithover
500employees,MovableInkservesitsglobalclientbasewithoperationsthroughoutNorthAmerica,CentralAmerica,Europe,Australia,andJapan.
Learnmoreat.
Introduction
Consumerpreferencesandbehaviorsareinastateof
perpetualevolution,andwitheverymarketingtouchpoint,
therateofchangeaccelerates.Theseever-shiftinghabitsand
desireshavebeenthedrivingforcebehindeverymajordigital
transformationwe’vewitnessedthusfar,andwillcontinueto
shapefutureinnovations.
Reflectingonmarketingprogramsfrompasterasshows
evidenceofthisevolution.Inthe90s,databasemarketing
emerged,transforminganalogmethodsintodigital
processes.Then,withthedawnofthe2000s,emailservice
providers(ESPs)cametotheforefront,revolutionizingour
engagementtechniques.Thisperiodsawtheburgeoning
growthofemailandeCommerce;theabilitytoconnect
withconsumersviasocialmediachannelstookoff,offering
unprecedentedengagementopportunities.
Theintroductionofcloudcomputingarguablymarkedan
evenmoresignificantshift.WithCustomerDataPlatforms
(CDPs)anddatawarehouses,marketersarearmedwitha
unified,real-timesnapshotoftheircustomers,allowingfor
moretargetedandrelevantengagementacrosseverychannel.
Andnow,aswestandontheprecipiceofyetanotherchange,thetransitiontoautonomoussystemspoweredbyartificialintelligence(AI)promisestobethemostgroundbreakingdevelopmentinmarketingtechnology’shistory.Nowisthetimetoreshapeourunderstandingofmarketing,heighteningefficiencyandpersonalizationlikeneverbefore.
Thisyear’sAudienceofOnereportoffersadeepdiveintohowmarketerstapintoAItoaddresstoday’smost
pressingchallengesandanticipatetheevolutionoffuturecreativestrategies.You’lllearnkeytacticstogobeyondthebuzzwordsandhypeofgenerativeAIandlearnhowtoreallypushyourorganization’smarketingprogramsforward.
AlisonLindland
ChiefMarketingOfficer
MovableInk
2
ABOUTTHESTUDY
TheAudienceofOne2024reportisbasedonasurveyconductedbyMovableInk.Thisresearchsoughttouncoverwhatconsumersvalueinbrandeddigitalexperiences,whatinformationismostusefulacrossthe
customerexperience,andthetypesof
informationconsumerswillshareforamoretailoredcustomerexperience.
Thereportidentifiestrendsacrosskey
verticalsanddemographicsfromthe
marketer’sperspective.Thefindingsare
basedondatacollectedinthestudywhichconsistedof500totalresponsesfromB2Cmarketersatdirector-leveloraboveat
companieswith500ormoreemployees
and$500MormoreinannualrevenueintheUnitedStates(250)andtheUnitedKingdom(250)fromSeptember6,2023–September18,2023withamarginoferrorof+/-4.33%percentagepoints.
Overview
IntegratingAIintomarketingstrategiesisnotjustatrend;it’s
arevolutionaryshiftalteringthefoundationoftheindustry.
MarketersareoverwhelminglyoptimisticaboutAI.They
endorseitscapabilitytorefinethecustomer’spurchasing
journeyandtocraftexperiencesthatresonateonadeeply
individuallevel—alldrivingcovetedROI.
ButAI’sinfluenceisn’tlimitedtoenhancingpersonalization.
Ithasemergedasagame-changeringeneratingshort-form
copy,atasktraditionallyrequiringhumanattentionto
detailandcreativity.Now,withdeeplearningmethods
enhancingourabilitytoanalyzetextandimagesaswell
astheautomationofoncelabor-intensiveandrepetitive
campaigntaskshaveseenamajoroverhaulthankstoAI
andaccountsformuchofthefanfare.Theinnovationsaren’t
merelyconceptual;they’reinfluencingtangiblebusiness
decisions.Withtheriseofmachinelearninginpredicting
andoptimizingdata-drivenmessaging,marketersareseeing
hugegainsinproductivityandimpactfulliftsinrevenue.In
fact,amidmacroeconomicinstability,manyorganizationsstill
reflecttheirfaithinAIbyrampinguptheirbudgetallocations
toensureaseamlessintegration.
However,aswithanyrevolutionizingtechnology,thereare
ethicalconsiderations.AsAI-generatedcontentbecomes
astapleinthemarketingtoolkit,concernsaboutpotential
biasesinAIalgorithmsandtheiroutputsarerising.Brands
andtechnologyvendorsalikemustremainvigilantand
proactiveinaddressingtheseissuestoensurefairnessandinclusivity.
Likeeverynewinnovation,theglobalreception,response,andadoptionisseldomone-size-fits-all.Regional
variationsareevident,withcountriesliketheUSandtheUKdemonstratingdistinctchallengesandopportunities.Theiradoptionrates,perceivedchallenges,andoverallattitudestowardAIdiffer,indicatingthatwhilethetech-nology’simpactisglobal,itsimplementationandreceptioncanbeprofoundlylocal.Regardlessofgeography,theconsensusisthatmarketingAIishereandheretostay.
4
KeyTakeaways
AIISUBIQUITOUSINMARKETING
•MarketersEmbraceAI:Nearlyall(97%)organizationsemployAIintheirmarketinginitiatives,evidencedbytheincreasinguseofAIforconsumerbehavioranalysis(59%),personalization(56%),campaignoptimization(55%),andmore.
•UniversalUsability:AIisn’trestrictedtoback-endanalysis.It’susedacrossaplethoraofmarketingfunctions,from
technicaltaskslikedatainsights(36%)andSEO(34%),tomorecontent-centricpurposeslikeideageneration(28%)andshort-formcontentcreation(26%).
STRATEGICCHANNELIMPLEMENTATIONANDHIGH-IMPACTOPPORTUNITIES
•DigitalDominance:Cross-channelmarketingcommunications(i.e.,contentmarketing,emailandSMS)(63%),Digital
advertising(52%),andsocialmedia(50%),arewhereAIiscurrentlypredominant.Despiteitspromise,onlyabouthalfofmarketersleverageAIinthesechannels,pointingtogrowthopportunities.
•AI’sUntappedMarketingPotential:AIisexpectedtogrowwithinadvertising(37%)andcontentmarketing(30%)in2024,highlightingthepromiseofAI’sversatilityacrossvariousmarketingchannels,likeemail.
REVOLUTIONIZINGCAMPAIGNMANAGEMENT
•AddressingCampaignChallenges:AIisalleviatingcampaignpainpoints,notablyinthetypicallytime-consumingmonitoringofmultiplecampaigns(50%),dataanalysisandROIassessment(47%),andcontentcreation(46%).
•StrategyOverManualTasks:Anoverwhelmingmajority(95%)concurthatAI’sautomationofmanualtaskspermitsa
morestrategy-focusedapproach.Mostcommoncampaignmanagementusecasesincludecontentpersonalization(51%),segmentationandtargeting(46%),contentideation,sentimentanalysis(40%),frequencymanagement(39%),send-timepersonalization(39%),andA/Btesting(20%).
ETHICSANDRESPONSIBLEUSEOFAI
•EthicalWorries:Marketers’biggestethicalconcernsrelatedtoAIincludeprivacyinvasion(47%),IPissues(44%),theabsenceofhumanoversight(42%),stereotypicalrecommendations(39%),discriminatorytargeting(38%),andbiasedcontent(36%).
•StepsTowardsEthicalAI:MorethanhalfofthemarketersemphasizetheneedformonitoringAIforbiases(53%),ensuringAIcontentreflectsbrandvalues(52%),andmandatinghumanreviewsforAI-generatedcontent(51%).
AI’SROLEINTHEPEAKSEASONANDBUDGETTRENDS
•AI-PoweredPeakSeason:Asthe2023peakseasonapproaches,90%ofmarketersareintegratingAIintotheirstrategies,expectingAItoofferbetterpredictiveinsights(44%),enhancedengagement(41%),andmoreautomatedcontent
generation(39%).
•BudgetIncreasesReflectAI’sSignificance:ThevaluemarketersplaceonAIanddigitaltoolsisevident,with86%indicatinganincreasedmarketingbudgetfor2023over2022,andasimilartrendisexpectedfor2024.
MarketersUnite:AmidChallenges,Marketers
OverwhelminglyAgreeonAI’sPotential
Organizationstodayareinauniqueposition:ontheonehand,theyhaveaccesstosomuchcustomerdata,andontheother,there’sanexpectationtoharnessthisdatatocreatebespokeexperiences.Thinkofitasatreasurehunt,whereamidstaseaofinformation,there’sagoldenopportunitytotrulyconnectwitheachcustomer,whilemakingsuredataremainsprivateandsecure.
IntroducingapromisingtoollikeAIintothemixdoesn’tcomewithoutitschallenges.Whiletheinitialplungeintothisworldpresentssomeobstacles,fromdatasecurityconcernstotheneedforspecializedskills,therewardsaremanifold.Asahigh-techtoolburstingwithpossibilities,allitneedsisunderstandingandadepthandlingfrommarketers.
Despiteinherenttrepidation,oneintwomarketersattestthatimplementingoperationalAIranksasoneoftheirorgani-zationstopmarketing-relatedprioritiesinthenext12months—emphasizingitswidespreadoptimism.Thisbeingsaid,marketersshouldbesuretoaddressallmajorconcernsandchallengeswithvendorsaheadofimplementation.
KeyChallengesinAdaptingStrategiestoEvolvingConsumerBehavior
47%
RETAIL
Balancinglong-termstrategy
withshort-termtrends
Quicklyadaptingtomatchcustomerpreferences
Quicklyadaptingtomatchcustomerpreferences
Implementingnecessarychangesinatimelymanner
MEDIA&ENTERTAINMENT
FINANCIALSERVICES
TECHNOLOGY
34%
34%
33%
It’salsoevidentthatmarketersresoundinglyacknowledgeAI’simpact.Byofferingtailoredengagements,machine
learningrefinesthecustomerbuyingexperience,cateringpreciselytocustomerpreferencesandtastes—finallyunlockingtheabilitytodelivertheone-to-oneexperiencemarketershavebeencravingforyears.Itsautomationcapabilitiesnot
onlygivemarketerstheabilitytoautomaticallycreatethousandsofvariationsofcontent,butalsoenablesmarketing
teamstopivottheirfocustowardscustomer-centricplanning.Complementingthis,AI’sproficiencyinnotonlypredictingcustomers’nextmovesbutalsoguidingthemdownapathofdiscoverymakesthemarketingexperiencemuchmore
satisfying,ensuringoptimalcustomerlifetimevalue.
TopChallengesMarketersFacewithAIIntegrationKeyBenefitsofAIImplementation
99%Improvescustomerbuyingjourney
98%ofmorepersonalized
96%Efficientlygeneratesshort-formcopy
95%,sgmarketing
Managingandleveragingcustomerdata40%
Executingconsistentomnichannelpersonalization37%Safeguardingdataprivacy38%
Dataprivacyandsecurity35%
Worriesaboutbrandreputation29%
Lackofskillstodeploy23%
6
AI’sversatilityshinesthroughitswiderangeofapplications.Beyondthe
analyticalsphere,AIisbecomingacornerstonefortechnicaltasks.From
delvingintointricatedatainsights(36%)tooptimizingsearchengine
strategies(34%),thetechnologyallowsbusinessestoremainagileand
aheadofthecurve.Simultaneouslyonthecontentfront,AIaidsinsparkinginnovativeideasandcraftingcompellingnarratives.Contentremainscrucialinthedigitalage,withAIasitsrighthand,ensuringbrandscanengage
audiencesinmoremeaningfulandimpactfulways.
AsAIcontinuesitsupwardtrajectory,marketerswhochannelitsfullpowerwillredefinecustomerengagement,creatememorableexperiences,and
deliverROI.Nearly100%ofmarketersagreed,marketingAIbothimprovesthecustomerbuyingjourney(99%)andhelpsbrandsdelivermoreperson-alizedexperiences(98%).
MOVABLE乓
AIisUbiquitousinMarketing
Intoday’shyper-connectedanddynamicenvironment,AIhasseamlesslywovenitselfintothefabricofmarketingstrategiesbeyondChatGPTandgenerativetechnology.OrganizationshaverecognizedtheuniversalityofAI,
integratingitintonearlyeverychannel.Thiswidespreadadoptionspeaksvolumesaboutitsindispensableroleinunderstandingandengagingtoday’sdiscerningconsumers.
OneofAI’sprimaryadvantagesliesinitscapacitytoanalyzeandinterpretlargeamountsofdata.Marketersnow
channelthiscapabilityforanin-depthdiveintoconsumerbehaviorpatterns.Thisgranularunderstandingallowsfortailoringstrategiesthatresonatewithindividualpreferences,makingitsothatpersonalizationisnotjustabuzzwordbutatangiblestrategy.
PROTIP
Marketersstillneedtoleveragetheircreativebrainpowerfor
optimizedmessaging.Youneedthedynamicduoofmarketer
andmachinefortrulymagicalresults—wherethemarketerscreatestrategies,definelogicandrules,andrefineAIoutputs.
HowaremarketerscurrentlyusingAI?
59%
Consumer
behavior
analysis
55%
Campaign
Optimization
I
36%
DataInsights
34%
SEO
26%
Content
Creation
7
However,thecurrentstateindicatesthatalargefractionofmarketers
haveyettoharnessthefullcapabilitiesofAIinthesedigitalchannels.
Thispresentsatremendousopportunityforgrowthandinnovation.As
marketersdelvedeeperintoAI,wecananticipateamorepersonalizedandefficientdigitallandscape.
Whenjuxtaposingmoretraditionalchannelslikeemailagainsttheircoun-terparts,thereseemstobeageneralconsensusleaningtowardsthelatterforAI’sbenefits.Thisunderscoresapossibleunder-appreciationofAI’s
adaptabilityandimpactacrossabroaderspectrumofmarketingplatforms.ItisessentialtorealizethatAI’sscopegoesbeyondcontentcreation.
WhenpairedwithAI,traditionalmarketingchannelscanundergoground-
StrategicChannelImplementation
andHigh-ImpactOpportunities
WehaverecentlywitnessedasurgeintheintegrationofAIacrossvariousmarketingchannels.Digitalplatforms,notablyinadvertising(52%),socialmedia(50%),contentmarketing(48%),andemail(37%)havebecomethe
primaryfocusforAIdeployment.ThesechannelshaveexperiencedsignificantadvancementduetoAI’scapabilitytopersonalizeuserexperiences,streamlinecontentdelivery,andoptimizestrategies,makingAI’sabilityto
enhanceengagementandachievemarketingKPIsvast.
PROTIP
OpenSourceAIisvaluable.
ButAIismuchbroaderthan
whatyoureadinthenews.
ConsiderusingmultipleAI
modelstogether,inanensembleapproach,tocreatetrulyuniqueexperiences.
breakingchanges,leadingtoinnovativecampaignsandstrategies.Asthemarketingworldcontinuestoevolve,recognizingandleveragingAIacrossdiversechannelswillbepivotalforsuccess.
8
WhatpainpointsdoesAIalleviate?
50%Monitoringmultiplecampaignsatonce
47%DataanalysisandROIassessment
46%Contentcreation
RevolutionizingCampaignManagement
Modernmarketinghasproventhecomplexityofcampaignmanagement.Thesheernumberofcampaignsone
hastosetup,monitor,andoptimizeinadditiontotheintricaciesinvolvedindataanalysisandthepivotalroleof
keepingupwithcontentcreationcanmakecampaignmanagementdaunting.However,thedawnofAIisservingasabeaconofhope,turningthesechallengesintoopportunities.Infact,95%ofmarketersconcurthatAI’sautomationcapabilitiespromoteamorestreamlinedapproachtocampaignmanagement,promotingamorestrategy-focusedapproach,andanopportunitytoscale.
PROTIP
Saygoodbyetobatch-and-blasts.LetAIhelptransformyourbatchprogramintotimely,personalized,andeffectivecampaignsquicklyandatscale.
OneofthemostpronouncedbenefitsofAIisitscapabilitytomonitormultiplecampaignsseamlessly(50%).Byun-derstandingandprocessingdata,AIsystemscanhighlightkeyinsightssocampaignsremainontrack.Furthermore,AI’spotentialindataanalysisandROIevaluationisunsurpassed.Gonearethedayswhenmarketerswouldgrapplewithcountlessspreadsheetsandconvoluteddatapoints.AIprovidesclarityandprecision,offeringactionable
insightsthatdrivecampaignsuccess.
MostcommoncampaignmanagementAIusecasesincludecontentpersonalization(51%),segmentationandtargeting(46%),andcontentideation(44%).
Whatdomarketer’sthinkisAI’sbiggestadvantage?
56%
Moretimetofocusonstrategy
53%
Improvedpersonalizationefforts
50%
Productionefficiencies
9
Theessenceofcontentisundergoingametamorphosis,thankstoAI.Thechallengeofcreatingpersuasivecontent,especiallyshort-formcopy,isnowbeingeffortlesslymanagedbyAItools.Thesetoolscraftcompellingnarratives-thatresonatewiththetargetaudience.
ButperhapsthemostsignificantadvantageisAI’sabilitytoshiftthemarketingparadigmfromatask-orientedapproachtoastrategicone.Byautomatingroutineandmundanetasks,AIempowersmarketerstochanneltheirenergyintodevisinginnovativestrategies.Aconsensusisevident,withawidemajorityacknowledgingtheuseofAIincampaignmanagement.AsAIcontinuestoevolve,itsignalsanewagewherestrategytakesprecedence,ensuringmarketingcampaignsreachtheirtruepotency.
AIUtilizationAcrossVariousMarketingSectors
VERTICAL
USEAIFOR
Retail&eCommerce
Contentpersonalization(55%),sentimentanalysis(44%),send-timepersonalization(43%),andcontentideationandbrainstorming(43%).
Media&
Entertainment
Contentideationandbrainstorming(63%),send-timepersonalization(50%),contentpersonalizationandsegmentationandtargeting(41%).
FinancialServices
Contentpersonalization(55%),sentimentanalysis(44%),send-timepersonalization(43%),andcontentideationandbrainstorming(43%).
Technology
Contentideationandbrainstorming(51%),segmentationandtargeting(43%),andcontentpersonalization(41%).
10
EthicsandResponsibleUseofAI
PROTIP
RatherthanbeingreplacedbyAI,marketersshouldworkalongsidethetechnologytoleverageits
insightsandcapabilities,whilealsobringingtheiruniquecreativityandempathytothetable.Forexample,includediversedatasets.Ifthe
inputteddataismorebalanced,
theAI’soutputwillalsobemoreobjectiveandmitigateriskofbias.
AI’srapidgrowthandimplementationhasgivenrisetoaslewofethical
considerations.Asthetechnologybecomesmoreadvancedandintegrated
intostrategies,marketersareincreasinglyawareofthepossiblepitfalls.One
ofthemostpressingconcernsisthepossibilityofAIinadvertentlyinvading
privacy(47%).Withoutpropersafeguards,theenormousamountsofdata
AIsystemsanalyzecouldleadtounintendedbreachesormisuseofpersonal
information.Likeanytechnology,however,AIcanbeusedpositivelyor
negatively.It’sourjobasmarketerstouseAItransparentlyandresponsibly—
thesameasanyothertool.
Moreover,intellectualproperty(IP)issuesarelooming(44%).AsAIstarts
generatingcontent,there’sagrayareasurroundingtheownershipandrights
ofsuchcreations.Whoseintellectualpropertyisitwhenamachine,rather
thanahuman,createscontentordesigns?
AnothersignificantconcernisthedwindlinghumaninterventioninAI’sdecision-makingprocesses(42%).Withouthumanoversight,there’sariskthatAIsystemsmightoperateunchecked,leadingtounintendedconsequencesordecisionsthatmightnotalignwithabrand’sethosorsocietalnorms.
TopAIEthicsConcernsAmongMarketers
47%Privacyinvasion
44%IPissues
42%Absenceofhumansupervision
Acknowledgingthesechallenges,manymarketersaretakingproactivestepstowardsamoreethicaluseofAI.A
considerableportionbelievesinactivelymonitoringAIsystemstodetectandrectifybiases(53%),sotheydon’t
perpetuateharmfulstereotypesormisinformation.Additionally,toretainbrandintegrity,AI-generatedcontentmustalignseamlesslywithabrand’scorevalues(52%).And,tostrikeabalancebetweentechnologyandthehuman
touch,manymarketersadvocateforamandatoryreviewofAIoutputsbyhumaneyestoaddafinallayerofscrutinyandjudgment(51%).
ThisiswheretheHuman-in-the-Loop(HITL)approachcomesinhandy.Intraditionalmachinelearning,AIoutputsaremodifiedandadjustedbasedonhumanintervention.WithMarketer-in-the-Loop,marketerscanseamlessly
blendthestrengthsofhumansandmachinestoachieveimpressiveresultsthatneithercouldaccomplishalone.
StrategiesMarketersRecommendforEthicalAIImplementation
53%MonitorAIforbiases
52%Ensurereflectionofbrandvalues
51%MandatehumanreviewsforAI-generatedcontent
4in5
marketershaveanincreased
marketingbudgetfor2023
comparedto2022,andasimilartrendisexpectedfor2024.
analyzingpatterns,behaviors,andpreferencestodelivercuratedcontent,
offers,andinteractions.Asaresult,businessescanfosterdeeperconnectionswiththeircustomers,makingthefestiveseasonmorememorableforall.
Thesurgeinmarketingbudgetsfor2023underscoresthegrowing
importanceofAIanddigitaltoolsintheindustry.Marketersrecognize
theunparalleledadvantagesthesetechnologiesbring,fromstreamlined
operationstoadvancedcustomeranalytics.Ascompaniesincreasingly
allocateresourcestoimplementAI,wecanonlyexpectthistrendtocontinueinto2024andbeyond.
AI’sRoleinthePeakSeason
andBudgetTrends
Theupcoming2023festiveseasonissettobeunlikeanyotherasAI
takescenterstageinshapingourshoppingexperiences.Marketers,eager
toleveragethecapabilitiesofAI,areweavingthistechnologyintotheir
peakseasonstrategies
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