Sudipto Ghosh, Martech Series (excerpt)

MTS: What do you see as the single most important technology trend or development that’s going to impact us?

AI is important and seemingly front page news at the moment. Replacement of repetitive work will shape the workforce of the future, and I think that’s a good thing – freeing up brain power to think differently. Aside from the novelty, organizations should be focused on how AI can improve the relationships they have with their customers. I read a Brian Solis blog recently on AI, he said, “AI represents an opportunity to introduce intelligent, scalable engagement and more personalized experiences to help customers accomplish tasks or solve problems while also improving overall satisfaction.” I couldn’t put that better myself.