How Generative AI Elevates Customer Retention and Loyalty at Kate Spade

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At the 2023 Ecommerce Growth Show, Amanda Bopp, VP North America Marketing at Kate Spade, engaged in a captivating discussion with Michelle Nemschoff, SVP Marketing at Persado, shedding light on how Kate Spade leverages generative AI to amplify customer retention and foster loyalty. In this blog post, we will explore three key takeaways from the session, giving you a glimpse into how Kate Spade uses AI to deliver personalized customer experiences, tap into the emotional sentiment of products and find the optimal place for AI within their digital ecosystem.

Read on to learn more or watch the full session recording here.

Leverage AI for Personalized Customer Experiences

In an era where customers are inundated with marketing messages, Kate Spade recognizes the significance of standing out from the noise. To achieve this, they harness generative AI and data-driven insights to curate relevant and joyful customer experiences across various marketing channels. By leveraging AI-driven language, Kate Spade ensures their messages resonate with their target audience.

Through the power of generative AI, Kate Spade can match words with emotions, capturing the attention of consumers and fostering a stronger emotional connection with their brand. This personalized approach not only enhances customer engagement but also increases the likelihood of repeat purchases and long-term loyalty. Customers feel seen and understood, and this plays a pivotal role in driving customer retention.

Embrace the Emotional Sentiment of Products

The emotional connection customers have with a brand can significantly impact their decision-making process. Kate Spade recognizes the importance of appealing to customers on an emotional level because their products are wants, not needs. The brand employs AI to create language and messaging that resonates deeply. By incorporating scientific insights and data-driven strategies, Kate Spade ensures that their communications evoke the desired emotional response from their target audience.

Generative AI allows Kate Spade to craft personalized product descriptions, marketing campaigns and social media content that taps into the emotional sentiment associated with their products. By infusing emotion into their messaging, Kate Spade connects with customers on a profound level, making their brand more relatable and fostering a sense of loyalty. Customers are more likely to become brand advocates and share their positive experiences, further amplifying Kate Spade’s reach.

Find the Right Place for AI in the Digital Ecosystem

While AI undoubtedly plays a transformative role in automating various aspects of customer interactions, it is crucial to strike a balance between technology and the human touch. Kate Spade recognizes the value of human interaction and personalized customer service, understanding that AI should complement, rather than replace, human engagement.

By identifying the appropriate areas to deploy AI within their digital ecosystem, Kate Spade creates a responsive organization that optimizes the overall customer experience. Automated chatbots and virtual shopping assistants assist customers with inquiries and recommendations, streamlining the purchasing process. However, when it comes to complex customer issues or unique requests, human intervention ensures personalized and empathetic assistance. By finding the right harmony between AI and human interaction, Kate Spade fosters a customer-centric culture that drives loyalty and satisfaction.


In an evolving digital landscape, where customer expectations continue to rise, brands like Kate Spade set themselves apart by leveraging AI technologies intelligently. As technology advances and consumer preferences evolve, Kate Spade’s commitment to leveraging generative AI positions them at the forefront of customer retention and loyalty, ensuring continued success in the ever-competitive world of ecommerce.

To learn more about AI capabilities and other ecommerce growth opportunities, check out the hundreds of session videos on our YouTube channel today!