Tech Insights

The Future of Customer Experience Management in the Age of Generative AI

The latest developments from Adobe around generative AI and how it is creating personalisation at scale.

May 1, 2024

Alistair Bryan
Head of Marketing and Business Transformation

Adobe has always been a leader in the world of digital experience and customer management. With their latest unveiling of The Future of Customer Experience Management in the Age of Generative AI, they have once again solidified their position as an innovative and forward-thinking company.

In today's digital age, customers are constantly seeking personalised and seamless experiences from brands. With the rise of generative artificial intelligence (AI), businesses have the opportunity to elevate their customer experience management strategies to a whole new level.

Whilst our team were recently at the Adobe Summit; Adobe unveiled their vision for the future of customer experience management, with a focus on delivering one-to-one personalisation at scale. This vision includes major innovations across their Adobe Experience Cloud and Adobe Creative Cloud, bringing together customer data, content, and journeys with natively integrated generative AI and real-time insights.

But why is Adobe's use of generative AI so important for businesses? Let's take a look at some market data and evidence from Adobe themselves to understand this better.

According to a recent study by Forrester, companies that prioritise personalised experiences see an average revenue increase of 5-15%. Additionally, a study by Econsultancy found that 80% of consumers are more likely to do business with a company that offers personalised experiences. These numbers clearly show the importance and impact of delivering personalised experiences for businesses.

One of the key benefits of incorporating generative AI into customer experience management is the ability to deliver personalised experiences at scale. Traditionally, personalisation efforts have been limited to a small segment of customers due to resource constraints. However, with generative AI, businesses can now collect and analyse vast amounts of data in real-time, enabling them to create personalised experiences for each individual customer.

This advancement is particularly beneficial for digital commerce as it allows businesses to deliver tailor-made shopping experiences for their customers. Through generative AI, businesses can analyse a customer's browsing and purchasing behaviour to offer personalised product recommendations, discounts, and promotions. This not only improves the overall shopping experience but also increases customer satisfaction and loyalty.

Moreover, by seamlessly integrating generative AI into the Adobe Experience Cloud platform, Adobe is paving the way for businesses to deliver more efficient and effective marketing campaigns. With real-time insights and data-driven decision making, businesses can create and deliver targeted campaigns to the right audience at the right time.

The team here at The Pixel are at the forefront of this innovation in customer experience management. We are constantly helping our clients leverage generative AI to deliver better customer experiences and personalisation. Our Total Digital Commerce approach helps us embrace new technologies and keep our customers ahead of the curve with unique and impactful strategies.

Adobe's vision for the future of customer experience management in the age of generative AI is set to revolutionise the way businesses interact with their customers. With personalised experiences at scale and real-time insights, businesses can enhance customer satisfaction, improve brand loyalty, and drive growth in the digital marketplace. As we move towards a more data-driven and AI-powered world, it's essential for businesses to embrace these advancements and stay ahead of the competition. So, whether you're a business owner or a marketing professional, it's crucial to keep an eye on the developments in customer experience management and incorporate generative AI into your strategies for long-term success. The future is here, and it's up to businesses to embrace it and deliver exceptional customer experiences. 

Get in contact if you’d like to find out more.  Let's welcome the age of generative AI and elevate our customer experience management efforts.

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