One of the key promises of GenAI is its ability to deliver personalized experiences that resonate with consumers’ unique preferences and journeys. With GenAI, marketers can create highly tailored campaigns and interactions, offering customers a sense of authenticity and relevance.
For example, Crafts retailer Michaels Stores leveraged GenAI to deepen customer engagement through personalized and frequent interactions. By using a content generation and decision-making platform, Michaels Stores achieved a significant increase in personalization, lifting click-through rates for SMS campaigns by 41% and email campaigns by 25%. This level of customization was previously unattainable without the power of GenAI.
GenAI also holds great potential in analyzing unstructured customer data, enabling marketers to gain deeper insights into consumer behavior. Companies like Stitch Fix and Instacart are using GenAI to interpret customer feedback, provide product recommendations, and offer personalized services. By harnessing the power of GenAI, marketers can unlock innovation opportunities and better understand their customers’ needs.
Creativity: Augmenting Human Creators and Inspiring Innovation
While there are ongoing debates about whether machines can be truly creative, there is no doubt that GenAI can generate outputs that are deemed creative. GenAI can assist human creators in ideation, content creation, and design, pushing the boundaries of what is creatively possible.
Studies have shown that GenAI models like ChatGPT can surpass human creativity in generating new product ideas, with the majority of standout ideas being generated by AI. Companies like Mattel and Kellogg’s are leveraging GenAI in product development and recipe creation, generating a higher number of innovative concepts and expanding their creative horizons. The use of GenAI in these processes has resulted in increased output quality, originality, and speed.
Moreover, GenAI enables marketers to reimagine traditional marketing assets. Coca-Cola’s “Masterpiece” ad campaign is a prime example, where paintings from famous historical figures and emerging artists were brought to life with GenAI. This innovative approach garnered attention and even led to the creation of an NFT collection based on the digital art from the ad. By embracing GenAI, marketers can tap into new realms of creativity and captivate audiences in unique ways.
Connectivity: Deepening Customer Engagement and Empowering Consumers
GenAI offers unprecedented opportunities for brands to connect deeply with consumers, facilitate consumer-to-consumer interactions, and empower individuals to play an active role in brand narratives. By leveraging GenAI, marketers can create personalized experiences, bridge language barriers, and democratize participation in marketing processes.
Virgin Voyages’ “Jen AI” campaign is a prime example of leveraging GenAI to deepen customer engagement. By inviting consumers to create custom invitations using an AI tool, Virgin Voyages achieved a 150% greater engagement rate compared to previous campaigns. This level of interactivity and customization fosters a sense of connection and involvement among consumers.
GenAI also enables wider co-creation opportunities with consumers. Text-to-image models allow individuals to generate visuals without expertise in graphic design, opening doors for collaborative content creation. Coca-Cola’s “Create Real Magic” initiative invited consumers to participate in an image-generation contest, resulting in a diverse range of designs and strengthening relationships with the broader market.
Cost of Cognition: Enhancing Efficiency and Productivity
One of the most transformative aspects of GenAI is its potential to significantly reduce the cost of intelligence. By automating cognitive tasks, GenAI enables marketers to achieve more in less time and at a fraction of the cost.
Boston Consulting Group (BCG) conducted a field experiment with consultants, comparing their performance with and without AI assistance. The consultants working with AI completed 12.2% more tasks and executed them 25.1% faster, without compromising the quality of their output. This demonstrates the immense efficiency gains that can be achieved with GenAI.
In the advertising industry, the use of GenAI can also lead to substantial cost savings. WPP, the world’s largest ad agency, noted that the savings through the use of GenAI in advertising can be as high as 10 to 20 times. By streamlining processes, automating tasks, and leveraging the power of GenAI, marketers can optimize resource allocation and drive cost-effective campaigns.
The Risks and Challenges of GenAI in Consumer Marketing
While GenAI holds immense promise, it is important for marketers to be aware of the potential risks and challenges associated with its implementation. Four key areas of concern, which we refer to as the “4Cs of Marketing AI Risks,” are confabulation, consumer reactance, copyright, and cybersecurity.
Confabulation: Addressing Accuracy and Contextual Suitability
One of the risks associated with GenAI is the potential for confabulation, where AI-generated content is inaccurate, biased, or contextually unsuitable. This poses a challenge, particularly in customer-facing and strategic marketing tasks, as it can lead to misinformed decisions and damage a brand’s image.
To mitigate this risk, fine-tuning GenAI models with task-specific data and incorporating in-context learning can enhance the appropriateness of AI-generated outputs. Additionally, maintaining human oversight over AI-generated content allows for catching and rectifying confabulations, aligning outputs with brand values, and ensuring accuracy.
Consumer Reactance: Balancing Automation and Human Interaction
GenAI technologies can sometimes lead to consumer reactance, especially when used in marketing outputs that directly impact consumers’ experiences, such as customer service chatbots or AI-created products. In domains where human qualities and nuanced understanding are crucial, emphasizing the human aspects and being transparent about the rationale behind AI-powered solutions can help mitigate consumer reactance.
By highlighting the value of AI in enhancing the user experience rather than solely focusing on cost-cutting, marketers can alleviate concerns and foster acceptance of AI-powered solutions among consumers.
Copyright: Navigating Ownership and Legal Issues
The use of GenAI in content creation raises complex copyright concerns. AI-generated content may expose brands to legal issues related to creative ownership. However, there are ways to mitigate this risk.
Marketers should stay informed about legal considerations in the AI space, as ongoing legal battles surrounding copyright protection shape the landscape. Collaboration with partners who actively address copyright concerns can provide guidance and reduce potential legal risks.
Cybersecurity: Safeguarding Data and AI Systems
As GenAI relies on data and AI systems, cybersecurity becomes a critical concern. Marketers must ensure the security and privacy of customer data, protecting it from breaches and unauthorized access. Implementing robust cybersecurity measures, including encryption, access controls, and regular vulnerability assessments, is crucial to safeguarding sensitive information.
Moreover, marketers need to ensure the integrity and reliability of AI systems themselves. Regular monitoring, auditing, and updating of AI models can help identify and address vulnerabilities, ensuring that AI systems operate ethically and responsibly.
Harnessing the Power of GenAI in Consumer Marketing
To harness the power of GenAI effectively, marketers should follow a strategic approach that encompasses experimentation, enterprise-wide models, and ethical considerations. By taking these key steps, marketers can unlock the full potential of GenAI and drive transformative business impact.
Encourage Experimentation and Transformative Use Cases
Marketers should foster a culture of experimentation and encourage teams to identify valuable applications for GenAI. By experimenting with different models and approaches, marketers can discover transformative use cases that achieve step-change advances in productivity and customer experiences.
Creating cross-functional agile marketing pods can facilitate collaboration and enable teams to take on specific tasks, leveraging the power of GenAI. Marketers can hack their existing processes, automate repetitive tasks, and build connections to enhance productivity and creativity.
Establish Enterprise-Wide Models for Efficiency and Personalization
To maximize the benefits of GenAI, marketers should establish enterprise-wide models that improve process efficiency, personalize customer interactions, inspire innovation, and create customer value in new ways. By integrating GenAI into various marketing functions, marketers can streamline operations, enhance personalization efforts, and tap into unconventional creativity.
For example, GenAI-powered chatbots can provide tailored solutions to customer problems, while persona chatbots can engage with specific customer segments. Marketers can leverage these tools to automate and enhance customer interactions, freeing up time for higher-level tasks.
Develop Ethical AI Systems for Transformative Impact
As marketers adopt GenAI, it is essential to develop AI systems that align with organizational values and widely accepted ethical standards. Marketers should ensure that AI systems are transparent, fair, and accountable, and that they operate within legal and regulatory frameworks.
By prioritizing ethics and responsible AI practices, marketers can build trust with customers and protect against potential risks. Regular monitoring, human oversight, and continuous improvement of AI systems are crucial to ensure alignment with ethical standards and achieve transformative business impact.
