Industry Spotlight
In this AI for CX Summit session, Dan Gingiss (The Experience Maker) joins AmplifAI to explore how AI is reshaping the customer journey, from personalization to trust.
Customer experience isn’t just being impacted by AI, it’s being fundamentally redefined by it.
In this energizing session of the AI for CX Summit, AmplifAI hosted Dan Gingiss, author of The Experience Maker and a globally recognized CX leader, for a powerful walkthrough of how AI is creating value across every layer of the customer journey. Gingiss’ message was clear: to win with AI, brands need to start with the customer, not the technology.
From hyper-personalized content to predictive analytics and immersive virtual experiences, the companies thriving today are those using AI to anticipate needs, reduce effort, and build trust.
This session delivered actionable inspiration for:
Gingiss emphasized that becoming an “experience maker” starts with one thing: putting your customers’ needs at the center of every AI decision.
AI has redefined what “personalization” means. It’s not enough for a platform to greet customers by name. Leading companies like Netflix and Spotify are using AI to create dynamic, highly tailored experiences that adapt to user behavior in real time.
Gingiss cited that 80% of all Netflix viewing comes from its recommendation engine—an outcome that’s not just impressive, but worth over $1 billion annually in customer retention.
The message: personalization isn’t a feature, it’s a foundation—and AI is the only way to scale it meaningfully.
The most successful customer-centric organizations don’t wait for issues to arise—they anticipate them. Starbucks and Sephora are leading examples of how AI-powered predictive analytics transform both experience and efficiency.
What these brands have in common is a strategy that treats data as an anticipatory tool, not just a reporting mechanism. The ROI? Higher engagement, lower waste, and increased loyalty.
AI isn’t just improving backend workflows—it’s creating entirely new front-end experiences.
These are more than flashy features. They’re experience multipliers—using AI to remove uncertainty, increase interactivity, and build brand confidence before purchase.
In customer service, Gingiss reminded us that while AI has advanced far beyond chatbots, humans remain central to trust and resolution. That’s why the smartest organizations focus on AI-human collaboration:
These companies aren’t just speeding up service. They’re making AI feel like a partner—one that elevates the agent and protects the customer.
Perhaps the most important message of the session: AI isn’t just a technical investment—it’s an ethical and strategic one.
Gingiss emphasized four practices every organization must implement to get AI right:
He cited a SurveyMonkey study where 90% of Americans still prefer human support. That’s not resistance—it’s a reminder: customers don’t want AI for AI’s sake. They want help, speed, and understanding. AI must support those outcomes—not distract from them.
Gingiss closed the session with four fast-approaching AI shifts that CX leaders should monitor:
The takeaway? Be bold, but stay grounded. Every leap forward should be built on customer trust, clear business outcomes, and a measurable plan.
“AI is moving fast. The technology will keep changing. What won’t change is this: when you put your customer at the center, you make better business decisions—every time.”
— Dan Gingiss, The Experience Maker