Delivering great CX - what’s stopping you?

As companies strive to deliver customer experiences (CX) that resonate, organizational and technological obstacles are blocking the way. In particular, a strong, unified data foundation is a critical requirement— without it, it’s practically impossible to integrate genAI and other emerging technologies needed to create and deploy intelligent CX. These real-world problems are preventing many organizations from successfully integrating data:

• Fragmented technology estates and legacy systems
• Lack of cross-departmental collaboration

"By 2025, 80% of marketers who have invested in personalization will abandon their efforts due to lack of ROI, the perils of customer data management or both.”

Gartner research;

In fact, the reason most companies fail to turn data and AI into a true differentiator is because approaches and systems of the past are not designed for the AI era.

An audience poll conducted at the event underscored these concerns: When looking at building a foundation of unified data for integrating genAI and other new technologies into your business, what are the most significant obstacles you're facing or expect to face?

In 2023, genAI captured the world’s attention. Organizations started to experiment with how genAI could transform their business, including:

• Streamlining creative processes, such as as content development and image generation
• Personalizing customer and user experiences with tailored marketing content, educational materials, even healthcare recommendations

While many organizations are now experimenting with genAI, in reality, not many are excelling at data and AI, and even fewer are driving meaningful impact by doing it in production and at scale. A 2024 Global Technology & Data Leaders Survey: Are you ready for Generative AI found that only 5% of companies have implemented genAI at scale.