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Report 07 Aug 2025

Expert View: Generative AI Is Disrupting Customer Engagement

AI-driven search is fundamentally reshaping how people discover websites and brands. Add in the Mobile-First Shift, and we are dealing with big implications for business and technology leaders. The AI-driven search transition will profoundly impact customer experience design, engagement strategies, marketing, and brand management. Search is no longer a niche topic but becoming increasingly strategic for many stakeholders outside the Search Optimization Team in digital marketing.

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Dan Bieler

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