Not Just Smarter - Connected: How AI Makes Retention Work

In this episode of the "Chew on This" podcast, hosted by Ash Melwani and sponsored by Klaviyo, Jared, the Chief Digital Officer at Symbiotica, discusses how the brand leverages AI to personalize the customer journey and improve retention. Jared details Symbiotica's investment in an in-house AI team, which acts as an incubator for testing new strategies, automating routine tasks like customer service and copywriting, and optimizing internal efficiencies. He emphasizes the importance of collecting customer data at every touchpoint to create personalized experiences, such as dynamic content updates on product pages based on micro-surveys. The conversation also covers the use of AI in email and SMS marketing, attribution modeling, and incrementality testing to optimize marketing spend across different channels, with a focus on moving budget from Meta to TikTok and Google PMAX. Jared shares insights on using AI to analyze qualitative data from chatbots to improve retargeting efforts and offers advice for brands looking to explore AI, recommending they have someone on their team stay informed about the latest AI tools and technologies.