AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact.
Speaking to CX Today, De Datta reflected on Bloomreach’s recent milestone of surpassing $260 million in annual recurring revenue, a result he attributes largely to the company’s AI-native approach and the evolution of its Loomi AI platform.
Rather than treating AI as an add-on, Bloomreach has embedded it directly into the mechanics of personalization, campaign execution, and product discovery.
De Datta warned that many organizations rush to introduce AI without rethinking the workflows underneath:
“When you go bolt on AI to an otherwise pre-existing workflow with very little change or a pre-existing system, it’s not that it doesn’t work, it’s just that it doesn’t add that much value.”
Simple use cases, such as AI-generated copy suggestions, can add incremental value, but rarely move the needle on revenue or efficiency.