What is the role of marketing when humans are taken out of both ends of the customer experience, replaced by AI agents talking directly to each other on our behalf? Agility requires more than just implementing the newest AI tools — it means being able to make smart, strategic choices about which technologies are actually creating value for your customers.
Today we’re going to talk about how GenAI is reshaping the way we think about customer experience, automation, and personalization — and what it means for the future of marketing.
To help me discuss this topic, I’d like to welcome Mathieu Dhondt, Associate Director of Experience Consulting at EPAM.
About Mathieu Dhondt
Mathieu Dhondt is a seasoned digital strategy consultant with over 15 years of experience. His distinctive customer-centric methodology sets him apart. He conducts deep customer research to uncover what clients’ customers truly value and then translates these insights into actionable strategic guidelines and digital roadmaps for growth. His expertise spans digital presence optimization, positioning strategy and the practical application of frameworks for matters like customer value validation.
What distinguishes Mathieu’s consulting work is his commitment to validation and risk mitigation before clients make significant investments. His combination of hands-on business experience and proven digital strategy expertise positions him as a consultant who delivers both strategic vision and practical implementation guidance. His service portfolio ranges from comprehensive strategic engagements to being a sounding board for tactical execution.
Mathieu Dhondt on LinkedIn: https://www.linkedin.com/in/devosthomas/
Resources
EPAM: https://www.epam.com https://www.epam.com
Don’t Miss MAICON 2025, October 14-16 in Cleveland – the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150
Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
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