November 18, 2025

Embracing AI in Marketing and Customer Experience Featuring Tifenn Dano Kwan

27 minutes

How are AI-powered Interactions Transforming Daily Customer Experiences

Shep interviews Tifenn Dano Kwan, Chief Marketing Officer at Amplitude. Tifenn talks about how AI and digital analytics are redefining customer experience through hyper-personalization and authentic interactions.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

What inflection points in technology have most impacted customer experience in the digital era?

What is hyper-personalization?

How has artificial intelligence transformed digital customer experiences?

What future trends in AI could most impact customer service and experience?

Should companies be transparent with customers about using AI-powered services?

Top Takeaways:  

Artificial Intelligence has become one of the biggest game-changers for customer experience. It helps companies remove friction, enabling customers to get help faster and solve problems more easily.

Embracing new tech in CX is about finding ways to make life easier for your customers. Moments like the rise of the web, and the growth of AI mark big turning points that companies must adapt to. Being open to change lets businesses create better experiences for customers and stay ahead of the competition.

Customers want to be treated as individuals, not just a number. Personalization, especially when powered by AI, helps match customers with products, recommendations, or solutions that really fit them.

AI can deliver hyper-personalized experiences that keep people engaged and coming back. But, businesses need to remember that personalization that feels authentic and respectful is what really wins customers over.

Customers prefer when companies are transparent, especially about processes that impact their experiences. Modern customers can easily spot fake or insincere messages. Being authentic means communicating honestly and being open about how technology, like AI, is being used to serve them.

Your AI is only as good as your data. If the information going into the system is wrong or messy, the results might mislead both the company and the customer! Good data leads to smart decisions and better customer outcomes.

Whenever there's a major technological change, there's always concern about job losses. While AI can take over some tasks that used to require humans, it also creates new work opportunities. New jobs and skills will be in demand, especially in areas that support or expand what AI can do.

The future of work is about adapting, learning, and growing alongside technology, not competing against it.

Plus, Shep and Tifenn discuss use cases and opportunities for AI to improve the customer experience. Tune in!

Quotes: 

"The goal of AI is to remove fiction and deliver delightful, seamless, and outcome-driven experiences for their customers."

"Hyper-personalization is personalization at scale. The more in touch we are with our customers, the more likely we are to drive conversions."

"AI is only as good as your data. If you have the wrong data, then you will have the wrong output. It is going to mislead you. More importantly, it will mislead your customers."

"Embrace what's next. We are going to see significant evolution in the world of AI. Don't be afraid to experiment and test."

About:  

Tifenn Dano Kwan is the Chief Marketing Officer at Amplitude. Before working at Amplitude, she was CMO at Collibra, Dropbox, SAP Ariba, and SAP Fieldglass.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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By Shep Hyken & C-Suite Radio

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