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Six Tech Trends Shaping the Future of Brand Experiences

Six Tech Trends Shaping the Future of Brand Experiences
madhav
Wed, 01/08/2025 – 12:38

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Business success relies on balancing positive brand experiences and maintaining consumer trust. Consumers want efficiency—2024 research from Thales found that 22% of consumers will give up after less than a minute if they’re having a frustrating customer experience—but they are suspicious of the technologies that provide that efficiency. 57% are nervous that brands’ use of generative AI will put their personal data at risk.

Businesses must take advantage of emerging technologies to gain and maintain customers. But it’s equally important to take a considered, responsible approach to those technologies to maintain customer trust. Here are a few technologies that can help improve your organization’s brand experience and some advice on how to get your customers to trust them.

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  • Generative AI

    Generative AI has dominated news, corporate, and social media headlines for nearly two years. Speculation about its potential ranges from mundane to hysterical. But if used correctly, it could genuinely transform brand experiences.

    Consumers are split on AI. While 51% said they would be happy for companies to use the technology to improve their brand experiences, 43% said they would not trust any interactions powered by it.

    Generative AI can improve the brand experience in many ways. For example, technology enables businesses to tailor product recommendations, FAQs, and marketing materials to specific customers. Similarly, using generative AI, organizations can quickly and efficiently analyze customer feedback to gauge public sentiment towards their brand and adjust their services and marketing accordingly.

    Convincing consumers to trust your use of AI relies on transparency. It’s essential to demonstrate your commitment to data privacy by publishing an AI policy that clarifies how you intend to use customer data. Often, it’s the fear of the unknown that scares people, meaning that simply explaining your AI policy can significantly improve customer trust.

  • Augmented Reality and Virtual Reality

    Augmented Reality (AR) and Virtual Reality (VR) are revolutionizing how brands int

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