Change is here to stay and personalized experiences are the standard.
The pace of change is accelerating. Now that customers are rewired for digital, their expectations for personalized experiences have intensified. But only 22% of surveyed business laggards are pursuing personalization initiatives using customer data versus 85% of business leaders. Businesses must create change at every level of their organization to compete in a digital-first economy — from embracing first-party data to increasing experience investment.
“If you’re not thinking about the customer holistically, you will fail the customer in a big way.”
Ajit Sivadisan, Vice President, Lenovo