Taking personalisation to the next level

Identifying how much personalization to offer – and to whom – will separate winners from losers. Hyper-personalization is one of three areas we focus on as part of the digital consumption cross-industry theme. The other themes we examine are products and services to experiences and ownership to access. More than 70% of customers now expect more personalized experiences with the brands they interact with,¹ and digital technology is enabling companies to meet these expectations by delivering personalization to large numbers of customers at a low cost. Spectacular advances in artificial intelligence (AI) and software intelligence are enabling companies to take personalization to the next level, making products and services highly relevant to a very large number of customers at the same time.