strategy and vision for your business as the AI agents take customer orders, manage supply and logistics and even invoice / collect payment from customers. In addition, the AI agents will, in future, be able to create content and post it to various social media platforms, will do an analysis and automatically adjust the choice of communication platforms, posting content at better time slots and even upselling to customers, as part of the entire customer experience.
Human resources are already seeing change at the workplace. Not just in manufacturing but even in the service industry, robots are at hand to fetch and carry. Restaurants have introduced them to replace waiter staff. Robots can even cook the meal. In Japan, the Heen- an Hotel has robots all over the hotel, eliminating the need for human interaction at check in and check out. Combined with the internet of things, devices are voice controlled and there is no need for human intervention. Fast, no complaining and cost-effective for the business. No need to pay for their health insurance or match the affordable housing levy deductions.
Keen on ensuring your website is optimised? You have spent a fortune either learning Search Engine Optimisation or looking for an expert to do it for you. What if very soon, there was no need to have websites? What if you could have your catalogue of products connected directly to a TikTok shop? This may eliminate the need for a website, and it also may mean the social media platforms move to being stand alone retail environments. There will be no need to make the purchase through an e-commerce site as the platforms will handle the entire process and even begin at the awareness stage of the customer journey. Traditional SEO may be replaced by algorithmic SEO, which is all about learning more of how the algorithm works and adjusting accordingly to it.
Google has introduced smart glasses and in conjunction with Google’ s AI, Gemini, has created eyewear that has inbuilt features like microphones, speakers, camera and high-resolution displays. During the Google IO 2025 conference, there was a demonstration showing wearers of the glasses can experience real time spoken language translations, the ability to navigate and show the wearer directions in 2D or even 3D, the ability to remember objects or locations for at least ten minutes and the ability to identify landmarks from pictures or diagrams in books. These changes will
mean marketers will be able to interact / engage with customers with personalised content and interactive advertising. This captures the intersection between AI, customer experience and marketing strategy.
For this to work there would need a great deal of behind-the-scenes integration. In addition, marketers must get ready with some new skills starting with understanding the integration itself. Creating content for AI consumption will also be important as will collaboration with AI engineers, data scientists, UI / UX designers and even privacy experts, to name just but a few.
With all these emerging trends, marketers cannot afford to sit back and wait for sales to roll in. The discerning customer in 2025, will surely be looking for a customer experience that will blow their socks off. Dear marketers, you need a plan. Transform yourself. Today!!
Thrity Engineer-Mbuthia is a marketing professional with over 25 years’ experience in corporate and academia. She is also a Certified Executive Coach specializing in career & leadership coaching. You can reach her via email at: Mycoach @ thrityengineer. org.
����������������� ������������������
����������������������������������������������������������������������������������������������( ����) � ���� ���� � ���������� ��� ������� ���� ������������ ����� ����������� ���� ���������� ���������� ����� ���� ��������� �����������������������������������������������������������
������������������������������ @ ������������������������������������� + �������������������