#438: Enhancing the E-commerce CX with Paul Thompson, Cloudinary

Brands must meet customer expectations for a personalized experience throughout the buyer's journey. One key opportunity to achieve this is by leveraging AI-based tools that offer relevant images and videos. These resources educate customers, manage their expectations, and ultimately drive higher conversion rates while reducing return rates.

Today we’re going to talk about enhancing the e-commerce experience using personalization and generative AI, and to do this we’re going to talk about some statistics in some research that was recently done by Cloudinary.

To help me discuss this topic, I’d like to welcome Paul Thompson, Head of Technical Marketing at Cloudinary.

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SYNOPSIS

In this episode, the importance of personalization and customization in enhancing the e-commerce experience and driving higher conversion rates is discussed. The host highlights a study by McKinsey, which reveals that 78% of consumers are more likely to make repeat purchases from companies that personalize their offerings. This underscores the significance of tailoring the customer experience to meet individual preferences and needs.

The guest, Paul Thompson, further elaborates on how platforms like Cloudinary can facilitate this level of personalization. By leveraging their platform and APIs, businesses can create customized experiences and images for their customers. For instance, they can develop image target ads with localized text overlays or content specific to a user's location. Such customization fosters a more engaging and relevant experience, thereby increasing the likelihood of conversion.

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