3 Visions of the Future of AI for Customer Engagement: 2027 Scenarios

Abstract

Artificial intelligence (AI) is making deeper inroads into every aspect of business and society every day. By 2027, how will AI transform the future of customer engagement? Management and Business Review and the Association of National Advertisers’ (ANA) Global Chief Marketing Officer (CMO) Growth Council recently organized a forum to discuss three possible scenarios for the future – optimistic, pessimistic, and realistic.

The goal was to develop consensus on the most likely ways in which AI will transform customer engagement in the next few years. Most importantly, participants focused on what steps to take today to prepare for 2027. These insights are contained in this special issue of Management and Business Review on customer engagement.

Keywords: Artificial intelligence (AI), customer engagement