PERSONALIZED EXPERIENCES
Customers want a more seamless journey.
Customers say organizations still have more to learn about what makes an experience personalized. To give customers what they want, organizations must deliver connected journeys based on customer-level insights.
UNIFY YOUR DATA
Data management is critical for success.
The message is clear — customers want assurances that their data is being handled with care. However, many organizations don’t have full confidence in their data systems. To build trust and implement generative AI capabilities, a strong data foundation is a must.
CONNECT AI TO BUSINESS GOALS
Generative AI requires unified data and clear KPIs.
The introduction of generative AI is only increasing customer expectations for personalized experiences — but many organizations have not clearly defined the strategy, data, or technology requirements to implement it. Aligning generative AI initiatives to broader business goals and readying cross-functional teams will help organizations fully deploy generative AI.
Digital trends by the numbers.
Only 26% of customers described their digital experience with a brand they have an existing relationship with as “excellent.”
80% of customers say consistent and seamless interactions across different channels are “important” or “critical.”
76% of senior executives are still working on, planning, or have not aligned on a comprehensive generative AI roadmap to broader business goals.