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The rise of AI has numerous implications for customer engagement. MoEngage recently organized a Customer Engagement Mixer in Toronto, where industry experts Roberto Gennaro, the Chief Digital and Innovation Officer at Red Label Vacations, and Rachel Bergman, General Manager—North America at MoEngage—came together for a fireside chat to discuss how AI is impacting marketers today.
In this session recap, we explore the insights from Roberto and Rachel’s discussion and delve into the current state of AI in customer engagement, its potential impact on businesses, and how brands and individuals can navigate their way around it.
Beginning the discussion, Roberto underscored the importance of a careful and thoughtful approach to adopting AI in customer engagement strategies. He emphasized the need for AI solutions that genuinely add value to customers’ experiences. This means taking time to think about the utility for the end customer.
About a year and a half ago, AI became a massive buzzword. Everyone rushed to adopt it without fully understanding its implications. But we decided to take our time to ensure that anything we develop is genuinely useful for our customers.
– Roberto Gennaro, Chief Digital and Innovation Officer at Red Label Vacations
Roberto also discussed Red Label Vacations’ integration of predictive analytics with search capabilities and acknowledged the need to carefully assess AI’s impact on business outcomes via metrics such as conversion rates.
Roberto highlighted how he encourages his team to leverage AI for copywriting and has implemented specific learning days so they can explore new technologies. He also mentioned how he incorporates AI tools such as Gemini, Open AI, and Perplexity into his daily tasks to improve efficiency. He emphasized the importance of knowing your tech stack inside out, subscribing to technology newsletters and YouTube channels, and attending conferences such as the AWS Summit to stay ahead of the curve.
Well, AI is not going anywhere. So if anybody thought it was a fad, it’s definitely not.”
– Roberto Gennaro, Chief Digital and Innovation Officer at Red Label Vacations
The conversation then shifted to the different use cases of AI. For example, it can find errors within your programming language, generate images and text quickly via simple prompts, or even be integrated into search engines for faster querying.
With this, Roberto shared how Redtag.ca, a travel agency owned and operated by Red Label Vacations Inc., is building a tool with Gemini. The tool will enable travel agents to provide simple prompts that query internal data and provide customized hotel and flight recommendations, along with the latest pricing. This will help travel agents personalize travel recommendations based on customer requirements and past interactions with the brand. Considering that the travel space in Canada is very competitive, this tool is intended to help Redtag.ca understand its customers better and build highly personalized customer experiences that will help the brand stand out.
The fireside chat highlighted AI’s potential to improve efficiency in day-to-day tasks and enable brands to build highly personalized customer experiences. By adopting a cautious approach and providing genuine value, brands can build strong relationships, drive greater customer satisfaction, and optimize business outcomes. That said, fostering a culture of experimentation, innovation, and continuous learning is key to staying ahead of the competition in the dynamic environment of B2C marketing.
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