According to Salesforce's most recent report, creating a cohesive customer journey is listed as one of the top five challenges for marketers today. In this session, you'll hear from marketing leaders tackling that challenge head-on—showing how AI can do more than just predict behavior; it can help brands truly understand their customers. Join us for a lively discussion on what happens when automation goes too far, why emotional intelligence is the missing link in most AI strategies, and how messy data could be holding your personalization efforts back. Key takeaways: - How to use AI to uncover meaningful customer insights beyond the obvious - Practical strategies for delivering hyper-personalization at scale - The role of emotional intelligence in building trust and deeper engagement with AI - How to balance automation with customer choice to avoid over-engineering the journey - Why clean, well-managed data is essential to maximizing AI performance - Actionable tips to ensure AI supports—not overrides—the customer experience