FEATURE
We live in hyper-connected times . The demand for easy and personalised buying experiences has never been higher . With brands now expected to be omnipresent via connected experiences at any and every touchpoint , a channel-less approach to customer experience is now emerging as best practice and replacing the traditional omnichannel model .
A study by PwC reveals that 32 % of customers would stop doing business with a brand they loved after one bad experience . They want these experiences interconnected and seamless , but they also want them personalised , with 63 % of customers saying they would be willing to share more personal data with a company to receive a great digital experience .
And yet consumers engage with an average of nine different channels when they interact with a brand , often making execution of a personalised , truly channel-less go-to-market strategy an operational nightmare .
Rising expectations
According to The Economist , this new generation of shoppers is being fuelled by Gen Z : “ They have thin wallets and expensive tastes . They prize convenience and a social conscience . They want shopping to be at once seamless and personal . They crave authenticity while being constantly immersed in an ersatz digital world . As they start spending in earnest , brands are trying to understand what these walking paradoxes want and how they shop .”
Faced with an increasingly complex ecosystem of trends and evolution of the business landscape , brands need true flexibility and scalability of technology to deliver lasting , impactful digital experiences today .
But how can brands scale up whilst improving their content operations , delivering digital experiences across all channels and personalise e-commerce for every interaction ? This is the challenge Generative AI meets with confidence . When addressed , the impact will be so monumental it could add trillions of dollars in value to the global economy , according to McKinsey .
GenAI enhances channel-less and experiences
By harnessing the power of Generative AI , brands can revolutionise how they engage with customers across various touchpoints , unifying their messaging and offerings seamlessly . This can be significantly split into five key areas :
• Personalised content creation : Generative AI algorithms can analyse vast amounts of data to understand customer preferences , behaviours www . intelligentfin . tech
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