To stay ahead of the curve in customer engagement, brands must move beyond delivering AI-generated content (AIGC) to delivering AI-powered consumer experiences (AICX). While AIGC levels up content by creating content at scale, AICX levels up the customer experience by creating personalized interactions. Applying AI to CX is not just about chatbots for customer service, it's about adopting a customer-centric approach across all functions, from product development to marketing, and across all touchpoints, from digital to retail, all enabled by AI. AI has the ability to create intimate and hyper-personalized one-to-one interactions across all touchpoints of the consumer decision journey, and will be a key factor in how brands are perceived, valued and ultimately loved by consumers. Here’s how, in three ways.

AICX levels up storytelling.

Applying AI to consumer experience means moving from advertising a brand world, to participating and engaging in a brand world. The most discerning audiences in the world are demanding nothing less than a seamless and immersive brand experience: 73% point to brand experience as an important factor in their purchasing decisions, right behind price and product quality. Here are the ways brands are already leveling up engagement via immersive brand experiences powered by AI, and developed by Media.Monks:

• Building smart and immersive flagship stores. Chinese EV brand JIDU launched the world's smartest showroom in Beijing, powered by Baidu AI technology. This immersive space offers a unique brand experience with life-size avatars and captures valuable user data.  
• Embedding consumers directly into any story. Intel’s AI-powered technology connects young people in China to their remarkable heritage by scanning and mapping their faces in real time onto historical figures in a series of animated films that were projected on the city walls of Xi’an.

AICX levels up personalization.

The benefits of personalized customer experiences—one-on-one interaction between a customer and a brand—helps to massively uplift sales and loyalty. Research suggests that personalized and tailored CX drives over 66% of customer loyalty—more than price and brand combined. Meanwhile, 78% of consumers are more likely to make repeat purchases and recommend companies that personalize their interactions. 

• Creating hyper-personalized celebrity content at scale. In collaboration with Spotify, we created an interactive listening experience with a deep fake version of The Weeknd giving users a personalized greeting using data from their Spotify accounts. We created an AI to synthesize the artist’s voice allowing for an interactive listening experience between the fan and the artist himself. Over 600K fans visited in the first few hours—and The Weeknd knew every one of them.
• Personifying an AI personal shopper. What if your customers could have a conversation with an AI personal shopper that could recommend style tips and products, creating cross-selling and repeat purchase opportunities for higher customer lifetime value? For a long time, brands have tried to do this with chatbots to handle questions or complaints in a customer service capacity further down the funnel, but now conversational UI creates a smoother experience and will be used earlier in the funnel for ecommerce exploration. 

AICX levels up co-creation.

Involving consumers in product development very early on in R&D is proven to drive product success, advocacy and conversion. Companies that involve customers in the product development process see numerous benefits, including a higher customer advocacy, than those that don't. The proof is there, but brands find it very difficult to execute on immersive co-creation because it typically involves different departments and different organizational structures. That’s where AI comes in. Here are some AI-powered co-creation applications that we’re helping brands experiment with today.

• Generating consumer insights. At the Estee Lauder R&D Experience Center in Shanghai, the beauty brand engages consumers and key opinion leaders in product testing, validation and co-creation sessions for new products. Touch tables and magic mirrors powered with AI technology enhance workshops and ideation sessions and support the generation of consumer insights from participants in the room.
• Co-creating new products with customers in real time. What if a fashion lifestyle brand could run live design sessions with their community, their best creative directors and celebrities in a livestream that could generate the must-have sneaker, handbag or you-name-it based on their input…in real time? Not only would it speed products to market, but community co-creation and input would virtually guarantee success.

Get ahead by embracing AICX now.

The evolution of AI technology—from analyzing and processing data, to creating more content faster and at scale, to facilitating personalized storytelling through experiences that deepen the collaboration and intimacy between brands and its customers—is extremely exciting…and disruptive. There are new developments in the technology and its application for brand engagement literally every day, and brands that are able to harness AI’s power will be able to build stronger, more meaningful relationships with their customers and drive business growth like never before. Again, this will mean looking beyond AI’s power to merely build efficiency; in an environment of content overload, delivering AICX is how brands can truly deliver value.

Picture the scene: a creative brief lands on your desk that requires the slow-motion drip of coffee, a chocolate vortex, or the perfect drop of foundation on glowy skin. Cue a producer’s concerned frown, because the type of filmmaking that can capture these specific motions in astounding detail—known as tabletop—requires specialized knowledge. It’s a very particular nook within advertising and marketing, and that’s why there are only so many people who (can) do it. 

Case in point: our Film.Monks team in Amsterdam, which is one of our global film hubs, is one of the few (say, handful) players to offer tabletop services in Europe. On top of that, we have our own robotics in-house, which we need to test ideas and do the actual shoots. This also means we’re in the fortunate position to be able to lower the threshold of entering this field, which is typically hard to get into. That’s why we’ve been welcoming up-and-coming talent into our studio to let them have a taste of tabletop.

Making a tough field to break into more accessible. 

First, let’s back it up a bit and take a look at what tabletop is exactly. This term typically refers to the shooting of objects—think of food and drinks, beauty products or other liquids—in great detail. When you are this close up to a product, storytelling becomes focused around colors, shapes and textures. In practice, it’s all about getting the objects to behave in whatever way you want them to, so that their movements tell the story or create character. Naturally, there are some nice pieces of equipment to help you do the job. 

As a tabletop creative and director—which allows me to be a stunt coordinator, a mess maker, a prop eater or even an explosion specialist every now and then—you have to think deeply about the dynamics and qualities of products, in more detail than you would even think is possible. For example, let’s say we’re creating a commercial for a coffee brand that aims to spotlight the different strengths of its new line of coffee beans. This means we not only have to think about how to communicate the brand voice and product range, but we also need to consider what consumers want to be told, what would catch their attention, and what appeals to their taste. So, what we would do here is bring in color and shape signifiers, like a rounded, soft yellow for the mildest bean and a bold, sharp purple for the strongest flavor, to visualize these slight differences. 

Working creatively within such a narrow scope may be frustration-inducing for some, but highly satisfying for others, and apparently I am the latter type of person. I discovered this when I was given the unique opportunity to explore the world of tabletop—I started as a tabletop director’s Personal Assistant, working as his producer of sorts. After spending many long days assisting on set with no real idea what was happening, writing treatments and even acting in an ad, I finally thought: hang on, I reckon I can do this! Getting such an extensive chance to discover this profession doesn’t come by often, and that’s exactly why we’ve decided that we actively want to make the field more accessible for promising talent.

Carving out a niche for up-and-coming talent and ourselves.  

Let’s zoom in on the how. For a while now, we’ve been involving juniors—including both early career employees and temporary interns—in our tabletop work wherever and whenever we can. Our aim is not only to share knowledge and experience and enable our up-and-coming talent to learn by doing, but also to pass on our passion for the profession in all its messy glory.

From ideation to execution, we make sure to include our rising stars in every step of the tabletop journey, while always taking into consideration where their specific strengths and interests lie. Whereas special effects (SFX) interns might like to know how to get products to move in different ways, junior creatives would need to learn how to flesh out ideas so that the camera team understands what they want. By bringing up-and-coming talent from different disciplines together in one studio team, we allow them to learn a range of new skills within and outside their specific field of interest. For example, how to write and develop short-form storytelling, how to operate cameras, how to train your eyeballs to see in high-speed vision, or how to engineer explosions of chocolate nuts (and many other special effects). And guess what? My fellow experienced Film.Monks and I learn a lot from them, too. 

The secret to discovering talent? Let them show you what they’ve got. 

One of our most successful shared learning experiences so far has been our ongoing Emotional Eats series. This internal initiative, which we started at our tabletop studio in Amsterdam, revolves around producing fun and quirky short-form content that presents the feelings behind your food. Since there is no client pressure, we thought it would be a great way to get our juniors involved.

So, on a bi-weekly basis, we organize a test-and-learn day with the aim to scope out new rigs and develop new technologies. We consider it an opportunity to not only improve our creative development and craft, but also hone the creative conceptualization and directing skills of our entire studio team, including juniors, through regular “experiment and play” time. It’s important to highlight that, while we aim to provide creative and technical guidance, we make sure we give our juniors free reign and full autonomy to do what they want. 

Thus far, the Emotional Eats series has allowed us to educate our up-and-coming talent on the engineering behind this beautiful profession and show them how far you can push emotional storytelling in tabletop through light, movement and sound design. In turn, our juniors have taken this time and used this space to experiment, ask questions and take note, coming up with many groundbreaking ideas along the way. It’s not about simply getting interns to help us out—instead, it’s about building a culture of learning and experimentation, while helping them take the next step in their professional journey.

Ultimately, our main goal is to give those who are still at the dawn of their careers, but show great promise, a chance to explore new avenues in the advertising industry and take a peek into our tabletop processes and projects. More than just a way for us to put the feelers out and see if people would want to join our tabletop team by letting them experience the work, initiatives like our Emotional Eats series are a means to raising our talent internally by allowing them to expand their palate and grow both vertically and horizontally—safe to say, it’s a win-win for everyone involved.

And now that just got a whole lot easier. Salesforce has just launched Salesforce Web3, with two products: NFT Management and Web3 Connect. NFT Management makes it easy to mint, manage and distribute NFTs through any channel. Web3 Connect helps brands enrich customer profiles with digital wallet and NFT transaction data, effectively joining Web3 data with their existing CRM data ecosystem. Media.Monks will support Salesforce Web3 as an official launch partner, furthering our shared effort to guide industry-leading brands along their Web3 journeys. Here’s how to start your own.

Step into Web3, backed by a trusted technology partner.

Salesforce Web3 helps brands enter the Web3 space through a familiar interface. By easily creating digital collections with NFT Management, brands can reach new customers in Web3 channels while enriching customer relationships—meaning it’s never been easier for heritage brands to extend into Web3 as a new, connected touchpoint to sell, service and market to audiences.

Salesforce Web3 also builds legitimacy by overcoming some of the perceived challenges of Web3, like privacy and security concerns. For example, the platform keeps your data secure with configurable privacy controls and built-in fraud detection. This way, brands and their customers can invest confidently in Web3.

Additionally, brands can leverage Web3 Connect to bridge Web2 and Web3 identities, joining Salesforce's existing data attributes within its Customer 360 ecosystem together with Web3 wallet data. This is key, because Web3 offers a new first-party data set, which brands will increasingly rely on to deliver personalized, omnichannel engagement at scale: wallet and NFT transaction data unlock real-time insights into audiences and channels that help future-proof a brand in a time of new privacy regulations and cookie deprecation.

Build insights and longevity through incredible Web3 experiences.

One of the most important things to understand about Web3 is that it’s more than just NFTs and PFPs: it’s an evolution in the ways people engage with one another and with brands. This calls for a re-evaluation of how brands relate to digital audiences today, as well as a need for new skills to collaborate with them authentically. Our digital experts combine deep cultural understanding of Web3 with longstanding CRM expertise to guide brands and show them the way to authenticity in the space.

Based on their experiences with notable early adopters in Web3, our team has shared insights in two foundational thought leadership pieces, published in collaboration with Salesforce. Web3 and the Future of Customer Engagement invites readers to follow the near-future customer journey augmented by a range of Web3 use cases and touchpoints. A follow-up piece, Web3 and the Future of Luxury, goes deep inside an industry that has enthusiastically embraced Web3, showing how a new class of digital entrepreneurs and craftspeople empowered by technology are already transforming brands and business.

It's clear that a successful step into Web3 means more than just dropping an NFT collection and calling it a day. Ranging from discovery, strategy, activation and optimization, we’ve helped brands maximize the impact of Web3 activations across their business—for example by enhancing customer loyalty programs, building immersive experiences in virtual worlds, nurturing emerging communities in channels like Discord, or even launching IRL experiences that bridge the virtual and the real. 

The byproduct of building brand love across these touchpoints is a stronger understanding of consumers, as Web3 offers numerous triggers to develop first-party data, from the contents of one’s wallet to the kinds of communities that people choose to invest time, activity or money in. Our experience of future-proofing brands’ data strategies in preparation for the privacy era helps connect the dots between activation and insights that can fuel the business long-term.

Start your Web3 journey now.

From digital experiences that reach new audiences to building up first-party data sets, Web3 is ripe for brands to build longevity and future-proof their business. As a space that is inherently driven by emerging consumer behaviors, meeting new expectations within Web3 relies on understanding how customer relationships and attitudes toward ownership and participation continue to evolve. Brands who can rise to the occasion are ideally suited to the new era—and as a trusted Salesforce Web3 launch partner, we can help get them there. Reach out below to get started on your Web3 journey.

In this Social Bite, we explore what live commerce can be and how it can help you not only activate your audience in the moment, but also build a relationship into the future. Discover the different forms of live commerce and the roles that brands and their ambassadors take to inspire their audiences.

Historically, live commerce has been most popular in China, where the format makes up 10% of the overall ecommerce market. Accelerated in part by the pandemic, live commerce has continued to gain traction in the Asia-Pacific region. Now, brands elsewhere around the world are taking note—and so are social and retail platforms, both of whom are experimenting with new features and revenue streams to bring live commerce to life. Serving the need for new ways to engage their customers in social, shoppable and entertaining experiences that blend brand love and conversion, live commerce combines spectacle, presence and interchange to build excitement among highly engaged audiences.