Observed Signal · Jul 8, 2026 · Industry Commentary · Source: https://martechseries.com/feed/ · Impact: 2/5 · Sentiment: Positive
AI, Regulation, and Expectations Reshape Customer Communications
Lee Nagel, President of DataOceans, says customer communications are becoming a strategic business priority as rising customer expectations, expanding regulatory requirements, and the adoption of AI converge. Consumers increasingly expect digital self-service while regulators in states such as California, Colorado and Connecticut are introducing new privacy- and AI-related transparency and disclosure requirements. Nagel warns many organisations still rely on disconnected systems and manual processes to manage communications, approvals and records, creating risks as volumes grow across print, digital and self-service channels. He argues firms that align customer expectations, compliance obligations and emerging technologies will gain a competitive advantage in communicating accurately and consistently.
Highlights convergence of customer expectations, state-level privacy/AI regulation, and AI adoption affecting customer communications — relevant to MarTech/AdTech teams but mainly commentary with no platform-level policy or product launch.
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Key Takeaways & Evidence Grounding
- Lee Nagel, President of DataOceans, said customer communications are becoming a strategic business priority.
- The article cites new and updated privacy and AI-related requirements in U.S. states including California, Colorado, and Connecticut.
- Consumers increasingly expect digital self-service experiences while organisations explore AI to improve efficiency and engagement.
- Many organisations still rely on disconnected systems and manual processes to manage communications, approvals, and records.
- Nagel stated that communications functions now often deliver required disclosures, notices, consent requests and other regulatory communications.
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