This research revealed that four out of five Experience Leaders over-perform in customer acquisition, customer experiences and lifetime value with a pay-off of higher revenue and ROI. So what gives this advanced group advantage over the rest of the market, which includes both Evolving Intermediaries and Rising Laggards?
Experience Leaders practise not just personalisation but also “personalisation at scale", a strategy to consistently deliver value to all their customers and benefit to their business by leveraging data to create connected, contextually relevant experiences for every customer across all interactions and channels. To execute on this strategy, Experience Leaders organise across teams and departments to keep the customer at the centre of the strategy, having mastered advanced capabilities in data and insights, content supply chain and modular assembly, and omni-channel journey orchestration to do so.
