Future of AI for Personalization in Marketing

ByGrace Lau


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The use of artificial intelligence in marketing is rapidly changing the way businesses approach personalization. AI-driven personalization enables marketers to deliver greater customer satisfaction and build stronger connections with their audiences.

In this blog post, we explore five use cases of AI for personalization in marketing, discussing how each of these areas can be powered by AI to create better customer experiences and help businesses reach their revenue goals.

Table of contents

What is AI for personalization?

Artificial intelligence for personalization in marketing is vital for successful campaigns as businesses aim to build stronger connections with customers. AI enables marketers to automate personalized customer experience across multi-channels, improving campaign accuracy and effectiveness. Artificial intelligence empower organizations to deliver tailored experiences that cater to individual customer preferences.

ai for personalization in marketing Source: LinkedIn

Why use AI for personalization in marketing?

AI-powered personalization improves customer targeting, resulting in more engaged audiences and successful marketing campaigns. It also optimizes the omnichannel customer journey by understanding user interactions across channels, enabling adjustments that drive user engagement, conversions, and sales. Additionally, personalization using conversational AI, like chatbots and virtual assistants, allows businesses to meet customer needs and reduce costs without human intervention.

In a Silicon interview, Paula Goldman of Salesforce stressed the criticality of accuracy when using AI in a business context. It is essential to ensure that AI-generated recommendations for customer chats, sales emails, and other prompts are based on factual information. This commitment to accuracy ensures the reliability and trustworthiness of the data used in AI applications.

With the continuous advancement of technology, the potential of AI-driven personalized marketing is vast, making it an indispensable tool for businesses to gain a competitive edge in the digital landscape and stay ahead of the curve.

5 future use cases of AI for personalization in marketing

By delving into the potential of AI-driven personalized marketing, this section demonstrates how AI can revolutionize advanced customer targeting.

1. Content personalization

Personalization is crucial for businesses to stand out from their competitors. From tailored product descriptions to custom messages and offers, personalized content aims to engage customers on a personal level.

AI-powered technologies are now enhancing personalized marketing campaigns, boosting customer experience, sales conversions, and retention rates. According to PWC, industry leaders report that AI has improved customer service by 40%.

An example of content personalization using AI is Salesforce’s Einstein GPT. It was recently introduced as the first generative AI for CRM. It enables the creation of AI-generated content for sales, service, marketing, commerce, and IT interactions. Einstein GPT utilizes Data Cloud and public data to deliver personalized content across the customer experience.

AI technologies like NLP, NLG, sentiment analysis, and data mining have revolutionized the marketing industry by enabling the creation of personalized campaigns that effectively improve customer experience based on their preferences, behaviors, and sentiment analysis of their brand interactions. In the following sections, we explore the practical applications of these transformative technologies.

  • Natural language processing (NLP)

NLP strives to bridge the gap between computers and human language, enabling machines to understand and respond in a way that feels natural to humans. A good example of conversational AI is ChatGPT which gained popularity for its exceptional ability to generate coherent and relevant responses, making it useful for various applications.

As per a recent report, the conversational AI market worldwide is projected to witness substantial growth, increasing from around seven billion USD in 2021 to over 18 billion USD by 2026. Overall, its goal is to gain valuable insights into customers' behavior, preferences, interests, and needs by leveraging NLP in customer service.

  • Natural language generation (NLG)

NLG is used to automatically generate personalized product descriptions or other text based on user input or existing data sets, making it easier for marketers to craft personalized messages, at scale, that resonate with their customers.

  • Sentiment analysis

Sentiment analysis is used to analyze how customers feel about certain products or brands by analyzing their conversations with chatbots or virtual assistants so that marketers can adjust their strategies which can lead to improved customer experience and satisfaction. Listen-in-on-Call-\_-sentiment-analysis-blog-size-v2.jpeg Source: Dialpad

  • Data mining

Marketers are also using data mining techniques to analyze large amounts of customer data in order to uncover useful patterns and insights that will help them better understand their customers' needs and behavior.

2. Chatbots and virtual assistants

Chatbots and virtual assistants are essential for personalized marketing because they enable interactive and tailored customer service. By incorporating the right components, these solutions deliver personalized experiences that are engaging and efficient.

Successful implementations of an AI-powered chatbot or virtual assistant solutions include Sephora's Color IQ app, which recommends makeup products based on customers' skin tone using facial recognition technology.

In an article by Harvard, they emphasized the success of Sephora through digital and technological adaptation. ‌Aside from the Color IQ app, the company also launched its Innovation Lab in 2015 to democratize the digital transition. Executives from marketing, product development, and technology divisions collaborate to introduce new offerings and technologies for omnichannel shopping with Sephora.

Source: Harvard

It's evident that AI offers real-time tailored experiences, freeing up resources and providing valuable consumer behavior insights. Embracing this technology is crucial for companies to remain competitive in the digital age.

3. Individualized email marketing

Email marketing is an indispensable tool for businesses aiming to engage their customers effectively. While it provides great potential, the true power lies in personalized emails that foster customer service and drive revenue growth.

To create effective individualized email campaigns, marketers need real-time insights into customer preferences and behaviors across channels. AI-driven personalization, powered by Machine Learning and NLP algorithms, enables businesses to delve deeper into customer data, automate dynamic content based on user behavior, and track performance metrics for ongoing optimization. This ensures impactful campaigns and continuous improvement in email marketing efforts.

4. Customer segmentation

Customer segmentation is an essential tool for marketers, allowing them to identify groups of customers with similar characteristics and target them with tailored campaigns. By dividing customers into specific segments, marketers can create highly personalized experiences that are more likely to drive conversions.

A case study by Homburg & Partner on AI-powered customer segmentation resulted in an impressive 4% increase in revenue, while there was an 80% decrease in manual effort on their clients' processes. Here’s a video presented by Homburg and Partner on how to achieve effective customer segmentation in B2B environments.

AI-powered customer segmentation is a scalable solution that quickly and accurately identifies customer segments using extensive data. Marketers can automate real-time segmentation with AI tools, eliminating manual data analysis. This enables efficient generation of accurate segment profiles by instantly analyzing customer data. AI also uncovers hidden trends and patterns, revealing untapped campaign opportunities.

5. Customer journey optimization

Personalization is key in modern marketing as companies aim to create customized experiences that resonate with customers and boost sales. Optimizing customer journeys is crucial to ensure tailored interactions at every touchpoint. According to McKinsey, optimizing customer journeys can lead to a significant boost in customer satisfaction by 20%, along with a potential revenue increase of up to 15%. Additionally, it can result in a reduction in customer service costs by as much as 20%.

AI-driven predictive analytics tools anticipate customer needs and deliver tailored content throughout the customer journey. Businesses gain a great advantage once they incorporate AI into their processes. By tracking and analyzing customer engagement across multiple channels, marketers can identify behavior patterns and adjust the journey accordingly.

Wrap up

The future of AI for personalization in marketing holds great promise, as emerging trends such as predictive analytics, conversational interfaces, and advancements in deep learning are poised to revolutionize the way businesses engage in marketing. Predictive analytics will enable companies to anticipate customer needs and preferences with greater accuracy, empowering them to deliver targeted and timely marketing campaigns.

Advancements in deep learning will enable businesses to extract deeper insights from data, fueling more effective decision-making and personalized experiences. These trends collectively signify a transformative shift in marketing strategies, empowering businesses to thrive in the fiercely competitive digital landscape.

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