How AI is Revolutionising Customer Experience in Digital Marketing
As the world is growing more digital, businesses require marketers skilled at online marketing. Digital advancements aren't just adding convenience — they're setting new expectations for what great customer experiences should be. With AI’s ability to process vast amounts of data and predict customer needs, the use of AI in digital marketing is becoming critical for companies that are looking to stay relevant and competitive. MANCOSA’s Bachelor of Commerce in Digital Marketing gives students the necessary skills and knowledge to grow businesses through online marketing and advertisements. In this article, we’ll look at AI in digital marketing, different ways AI is used in online marketing, and how you can become an expert digital marketer with the help of online courses.
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MANCOSA
AI in digital marketing: the current landscape
Artificial Intelligence (AI) has rapidly become a cornerstone in digital marketing strategies, fundamentally altering how businesses engage with their audiences.
An AI marketing strategy enables marketers to make smarter, data-driven decisions by analysing large amounts of data and spotting patterns faster than any human could.
- Personalised customer experience: AI plays a massive role in creating tailored customer experiences. It allows businesses to provide personalised suggestions and recommendations. For example, Netflix has an advanced AI algorithm that predicts what TV shows and movies you’re interested in based on your past behaviours.
- Smarter and faster content creation: Creating engaging content can be time-intensive, but AI is helping marketers speed up the process without compromising quality. Tools like ChatGPT, Jasper, and Grammarly assist with everything from blog writing to video scripting.
- Predictive analytics: AI empowers marketers to move from reactive to proactive decision-making. Predictive analytics uses AI to determine customer behaviours and habits and predict future buying behaviour.
- Automated customer interactions: Consumers increasingly expect quick responses, and AI ensures businesses don’t leave them waiting. AI-driven chatbots, like those powered by ChatGPT or IBM Watson, can handle thousands of simultaneous conversations.
- Targeted advertising: AI helps make ads more targeted by analysing real-time customer behaviours. AI-powered platforms can automatically optimise ads to ensure companies get a return on their investment.
- Sentiment analysis: AI-powered sentiment analysis tools help businesses understand their audience’s thoughts and concerns through real-time insights. These tools scan social media, reviews, and other online platforms to gauge public sentiment about products, services, or campaigns, leading to better messaging and connection.
7 Ways AI in digital marketing is improving customer experience
Here are some main ways AI improves the customer experience and allows companies to increase sales, save time, and build customer connections.
1. Personalised recommendations
One of AI’s most recognised benefits is its ability to deliver highly personalised product or content recommendations. Algorithms analyse user behaviour, such as browsing history, previous purchases, or even session time, to serve suggestions that feel intuitively tailored.
As a result, customers typically engage more with the business and use products and services more effectively, leading to long-term loyalty.
2. 24/7 chatbots and virtual assistants
AI-powered chatbots and virtual assistants ensure customers don’t have to wait for help. These chatbots work around the clock to answer questions and provide information as needed. While chatbots used to be limited to basic answers in the past, this is no longer the case.
Chatbots have become much more advanced and use natural language processing (NLP). This means tools like ChatGPT can simulate human-like interactions, making conversations smoother and more engaging.
3. Predictive customer insights
By processing a lot of data, AI can anticipate customer needs, allowing marketers to address concerns or suggest solutions before users ask.
For example, a retail or supply chain company can use AI to do predictive analytics, determine purchasing patterns, and ensure enough supply.
4. Sentiment analysis for better engagement
AI tools can monitor social media and online reviews to understand customers’ feelings. Businesses can fine-tune their messaging by identifying whether feedback is positive, neutral, or negative.
If customers talk about their frustrations online, AI can flag them immediately, and the brand can respond quickly to resolve the issue.
This proactive approach helps avoid potential PR disasters and strengthens customer trust by showing them that the business listens to and cares about their feelings.
5. Dynamic content delivery
Gone are the days when companies created one-size-fits-all emails, content, and advertisements. AI allows marketers to deliver dynamic content based on customer preferences and habits.
For example, airline companies can determine what kinds of trips and flights people are interested in and send special offers based on their unique preferences. So, whereas one person might get holiday deals, others are offered business-class upgrades.
6. Voice and visual search optimisation
The way we search for information online is changing. People no longer rely on text-based searches but on voice and visual technologies.
Voice assistants like Alexa and Google Assistant use AI to understand conversation queries and provide relevant information and answers.
Conversely, visual search tools like Pinterest let customers upload images to find similar products and ideas.
7. Streamlined customer journeys
AI has revolutionised how businesses map and optimise the customer journey. From initial contact to post-purchase follow-up, AI can identify friction points and suggest ways to smooth the process.
For instance, AI might pinpoint a page in the checkout flow where users frequently drop off and recommend changes to improve conversion rates.
It also enables intelligent retargeting, such as email reminders to customers who abandoned their carts or product recommendations based on their recent browsing activity.
By removing pain points and personalising interactions, AI helps brands create seamless, enjoyable journeys that increase customers’ likelihood of returning.
Why a digital marketing course with AI classes is essential
As AI in digital marketing continues to evolve, Artificial Intelligence is no longer an optional tool. It’s a necessary part of advertising and marketing as we know it today.
This is why marketers need to learn the art of digital marketing, including AI, how to effectively use online tools, the latest trends, and more.
That’s where a course, such as a Bachelor of Commerce in Digital Marketing, comes in. This course covers all the fundamental elements of digital marketing, including web design, analytics, search engine optimisation, social media management, AI, etc.
It’s perfect for first-time tertiary students interested in entering the lucrative world of digital marketing.
On the other hand, if you already have a traditional marketing degree or a degree in a different industry, you can also consider enrolling in an AI course, such as a Postgraduate Diploma in Artificial Intelligence. This online artificial intelligence programme is ideal if you want to learn how to implement AI into a business, including marketing.
Register for a digital marketing course & AI classes online
If you’re curious to learn more about AI in digital marketing and want to build your marketing career from the ground up, you can consider enrolling in the Bachelor of Commerce in Digital Marketing.
Alternatively, if you already have a degree and want to enhance your AI skills so you can help your company with digital transformation, consider the Postgraduate Diploma in Artificial Intelligence.
