ADOBE 2024 DIGITAL TRENDS REPORT

The 14th annual Adobe Digital Trends report shows that to stay competitive, brands need unified data to refine and personalise customer journeys and unlock the full potential of generative AI.

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The inside look at what’s shaping personalisation today.

Adobe, in collaboration with Econsultancy, surveyed over 8,000 digital experience professionals — from executives to practitioners — and over 6,000 customers globally. Our research shows customers expect seamless, connected experiences. To deliver on that, organisations need a strong data foundation and a clear strategy for how to leverage generative AI.

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 asexcellent.”

80%

80% of customers say consistent and seamless interactions across different channels areimportant” orcritical.”

76%

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

Making personalisation more thoughtful.

Businesses must prioritise data-driven personalisation to meet customer needs. Assumptions no longer suffice; smarter, thoughtful approaches are essential.

AI and Data.

Generative AI is here, but businesses must transparently deploy a unified approach to nurture trust, unlock AI capabilities and deliver consistent customer experiences.

Early adopters drive growth.

Consumers and businesses are ready for Al. Early adopters will be better positioned to drive growth.