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IDC InfoBrief

Prepare for the Era of Intelligent Experiences

Leveraging customer data and contextual insights for intelligent customer experience

In this new era of AI, enterprises are moving from a digital-first approach to becoming a digital business. To keep up with this trend, organizations can leverage AI-driven customer data to engage with customers in real time to demonstrate their ability to achieve value-based customer experience (CX) outcomes.

However, critical obstacles remain: Sharing data and ensuring trusted accessibility across the organization are crucial barriers to achieving real-time, whole-journey experience outcomes based on a unified customer view.

So how do you balance enterprise growth and business outcomes with delivering value for your customer and ensuring customer-desired outcomes are met?

“Two-thirds of customers only engage with a company based on engagement that is contextual and relevant.”

IDC’s Future of Customer Experience Survey, September 2022

IDC InfoBrief: Prepare for the Era of Intelligent Experiences

Publicis Sapient partnered with International Data Corporation (IDC)—the premier global provider of market intelligence and advisory services—to explore the challenges and solutions faced by enterprises managing customer data and harnessing value from insights.

Download the report to discover:

What helps enterprises successfully achieve value-based customer outcomes
How to move beyond the current limits of personalization and avoid the trap of commoditized experiences
How to bridge capability gaps in managing customer data and harnessing value from insights
How to facilitate permissible and trusted data sharing across enterprise
The impact of GenAI and other sentiment analytics tools on achieving contextual customer-desired outcomes
Why creating a disciplined enterprise-level focus for CX transformation is critical

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