Building Customer Experiences that Feel Intelligent — and Unmistakably Human
From CES Tech Talk by Consumer Technology Association
March 17, 2026 · 11 min · Season 9 · Episode 24
About this episode
David Shulman discusses the balance between privacy and personalization in customer experiences involving AI.
When AI is involved — whether it’s a chatbot or a voice agent — it has to be as effective as a human connection. Havas CX Global CEO David Shulman joins CES Tech Talk to explore the tension between privacy and personalization. He describes how brands are asking for more personal information, why using it must clearly benefit people and the responsibility companies have to think about customer needs.
People in this episode
Host: Consumer Technology Association
Guest: David Shulman
Topics covered
- AI
- customer experience
- privacy
- personalization
- branding
- technology
Keywords
- AI
- customer experience
- privacy
- personalization
- Havas CX
- branding
Mentioned in this episode
Organizations: Havas CX, Consumer Technology Association
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