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Key Take Aways
Consumers are feeling less loyal to brands, with 67% in the UK saying they are less loyal compared to 58% from two years ago.
The gap between customer expectations and experiences is widening, leading to a decline in brand loyalty.
Sustainability is an important purchase factor for 70% of consumers, influencing their shopping choices.
40% of consumers are wary of fully engaging with AI solutions due to concerns about data privacy and job security.
The challenge of achieving truly omni-channel experiences lies in legacy technology systems and high operating costs for businesses.
A three-phase approach to transformation includes modernizing customer and employee experiences, driving down operating costs, and investing in future technologies.
Leading companies are managing competing priorities by investing for the future while enabling excellence in the present.
Identifying inefficiencies in business processes and automating wo...
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