Change is here to stay and personalised experiences are the standard.
The pace of change is accelerating. Now that customers are rewired for digital, their expectations for personalised experiences have intensified. But only 22% of surveyed business laggards are pursuing personalisation initiatives using customer data versus 85% of business leaders. Businesses must create change at every level of their organisation 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