Hazem El Zayat, Chief Experience Officer for the MENA region at Ogilvy, joins Sara to challenge the status quo of how AI is used in marketing today. From content generators to so-called chatbots, Hazem argues we’ve only scratched the surface of what AI can and should be doing. Hazem discusses why strategy must always come before tech selection, how brands can co-design relationships with customers, and why predictive modeling and next-best-action frameworks are the future of AI-powered experience.

Hazem:
"Is writing emails what AI was meant for? Not really. Let’s talk about predictive modeling, natural language processing, and elevating healthcare, travel, and more."

Links & Resources:
Connect with Sara: linkedin.com/in/sara-faatz-b67213
Connect with Hazem: linkedin.com/in/hazem-el-zayat-ccxp-2871593
Learn more about Progress: progress.com

Timestamps:
00:20 – The overwhelming MarTech landscape: too many tools, not enough strategy
01:40 – AI misuse: What it’s doing vs. what it should be doing
04:30 – Why chatbots often disappoint
05:00 – True CX: Relationship co-design, not customer “management”
07:45 – CX done right: Banks, airlines, and even a luxury retailer
08:35 – MarTech hot take: CX is everyone’s job
10:05 – Go-to sources for MarTech inspiration