PERSONALISED EXPERIENCES

Customers want a more seamless journey.

Customers say organisations still have more to learn about what makes an experience personalised. To give customers what they want, organisations 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 organisations 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 personalised experiences — but many organisations 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 organisations fully deploy generative AI.

26%

Only 26% of customers described their digital experience with a brand they have an existing relationship with as “excellent.”

80%

80% of customers say consistent and seamless interactions across different channels are “important” or “critical.”

76%

76% of senior executives are still working on, planning or have not aligned on a comprehensive generative AI roadmap to broader business goals.

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