Change is here to stay and personalized experiences are the standard.
“If you’re not thinking about the customer holistically, you will fail the customer in a big way.”
Ajit Sivadisan, Vice President, Lenovo
Jennifer Storms
CMO of Sports and Entertainment,
NBC Universal
The future of customer experience is here:
Real-time personalization is a competitive differentiator
Building trust without cookies is business critical
Agility is crucial in an era of relentless change
Meaningful collaboration includes individuals at all levels
Digital trends by the numbers.
of senior executives agree that the pace of change experienced in ’20–’21 will continue to persist.
of surveyed practitioners consider themselves prepared for cookieless marketing environments.
of practitioners score collaboration between marketing and IT at 8 or higher out of 10.
Patrick McLean
SVP & CMO, Walgreens
Keep up with the pace of change.
The pace of change is accelerating. Now that customers are rewired for digital, their expectations for personalized experiences have intensified. But only 11 percent of individuals surveyed in the 2022 Digital Trends report believe their brand’s digital experiences exceed customer expectations. 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.
Find out what trends are impacting your industry.
Explore the digital trends shaping the future of your industry in our series of upcoming reports.
