2025 – This Year It’s Personal

Imagine walking into a coffee shop and being greeted with your favourite drink - before you even order it. Now, picture a brand that knows your preferences, aspirations, and needs, crafting a message that feels as if it were written just for you by a brand that knows exactly how to solve your specific challenge.

While this might sound like something out of a sci-fi movie, this reality is being shaped before our eyes thanks to AI.

Personalisation has become a hallmark of exceptional customer experience, but it’s now becoming an expectation, with a survey by McKinsey revealing that 71% of consumers expect personalised interactions, and 76% get frustrated when this doesn’t happen.

With more touchpoints than ever (e.g., social media, apps, wearables), brands have access to unprecedented amounts of customer data. Companies that can leverage that data to enhance and personalise the customer experience can significantly enhance revenue growth.

AI isn’t just automating processes, it’s enabling brands to reimagine the way they craft and share stories through dynamic content creation, hyper-targeted messaging based on micro-segmentation and even real-time message adaptation.

While most organisations shy away from letting the AI run wild with real-time message adaptation, many are exploring the use of AI to enhance the emotional connection they build either through personality AI platforms such as Humantic AI or emotion AI platforms such as Affectiva that can analyse how consumers engage with content, products and services.

Why should brands invest in AI for storytelling? The benefits are clear:

• Increased Engagement: Personalised content captures attention and drives higher click-through rates.
• Customer Loyalty: Stories tailored to individual needs, build trust and emotional bonds with the brand.
• Scalability: AI can deliver personalised experiences at scale, something impossible for human teams alone.