This podcast introduces the concept of digital twins and their growing importance in eCommerce and retail. They define digital twins as virtual representations of physical products, customers, or operational processes, and highlight their capacity to simulate behaviours and improve decision-making. 

Applications span personalised shopping experiences through interactive product visualisation, enhanced product development via real-time consumer insights, and optimised supply chain management. 

The authors stress digital twins' role in predictive consumer insights, sustainable practices, and potential advancements through AI, AR, 5G, and expansion into new retail sectors. 

Adopting digital twins can give retail firms an early-mover advantage if implemented alongside an established digital culture to keep the twins reliable and up to date.

Agentic AI, unlike traditional AI, operates autonomously, making decisions and acting independently within defined parameters. The podcast covers:

The podcast outlines a modern approach to omnichannel customer loyalty programs.  It emphasizes shifting from transactional loyalty based on rewards to cultivating deeper, emotional connections with customers. The approach uses a layered technological architecture, incorporating AI and machine learning, to personalize customer experiences across all touchpoints (online, in-store, mobile). This system facilitates real-time data analysis and integration to enable hyper-personalised campaigns, improved customer engagement, and increased lifetime value.  Ultimately, the goal is to transform loyalty from a retention strategy into a core driver of sustainable business growth.

This podcast on Digital Transformation Priorities for 2025 outlines key digital transformation priorities for CIOs in 2025.  A shift in focus from rapid AI adoption to a more measured approach, prioritising employee AI readiness, robust data governance, and comprehensive security training is happening.  It furthers identifies key areas for increased investment, including upskilling initiatives, improved data quality, and cloud migration, while simultaneously advising against rushed AI projects lacking clear business value, inefficient migrations, and assuming employee self-sufficiency in adopting new technologies. The podcast highlights the importance of a holistic, data-driven approach to digital transformation that improves business outcomes and enhances customer experiences. Ultimately, success hinges on building a strong, adaptable culture and fostering a data-informed decision-making process.

Nishith Srivastava's report explores the significant hurdles preventing widespread adoption of AI-driven hyper-personalised customer experiences.  Key challenges highlighted include data privacy concerns limiting data collection, data silos hindering insightful analysis, high implementation costs, consumer scepticism towards AI, and the rapid evolution of customer preferences outpacing algorithmic adaptation. The report emphasises the need for robust data management, ethical AI practices, and skilled personnel to overcome these obstacles and successfully integrate AI for enhanced customer experiences. Ultimately, the author argues that while the potential benefits are substantial, realising the full potential of AI in customer experience requires addressing these crucial challenges.

In summary, achieving AI-driven hyper-personalization is not solely a matter of technology, but requires organisations to address complex issues relating to data privacy, quality and accessibility, financial feasibility, customer trust, talent acquisition, and ethical considerations.

Agentic AI - Predictive Personas: Holy Combo of Data, Machine Learning, Predictive Analytics and AI

The article explores #PredictivePersonas," a marketing technique using #data, #machinelearning, and #AI to anticipate customer behaviour and preferences. It details how top companies like Netflix and Spotify utilise this approach, providing case studies across various sectors demonstrating how businesses predict and adapt to evolving customer personas.

STEP 1: Get the data foundation in place with your Customer Data Platforms (#CDPs)

STEP 2: Derive insights on an auto mode with Machine Learning and #PredictiveAnalytics

STEP 3: Transition from Hyper-Personalised to Hyper-Innovative with #GenAI and Predictive Personas

Predictive analytics involves analyzing historical and current data to forecast future outcomes, behaviors, and trends. By applying this technique to customer personas, marketers can gain a profound understanding of their target audience, anticipate their needs and preferences, and tailor their campaigns effectively.

In a nutshell, businesses of any vertical or scale can adopt and leverage ‘Predictive Personas’ approach to find their next best set of prospective customer segment. Since its purely based on the analysis and prediction of how a human would or wouldn’t take a certain action, it opens up lot of possibilities for companies to experiment.

Its a win-win!

To read the article: https://medium.com/@28thjun/predictive-personas-holy-combo-of-data-machine-learning-predictive-analytics-and-ai-cf904ac40a6f

This podcast explores the application of artificial intelligence (AI) and generative AI (GenAI) to enhance omnichannel customer experience (CX).

It details several use cases, ranging from personalised content creation and predictive customer support to in-store analytics and campaign optimisation.

It assesses the current adoption and demand for these AI-driven solutions, categorising them by their level of implementation and discussion within businesses. The ultimate goal is to create a seamless, data-driven omnichannel CX that improves customer satisfaction, boosts revenue, and fosters long-term loyalty. Several examples are used to illustrate successful AI implementations.

For detailed reading: https://medium.com/@28thjun/ai-driven-omnichannel-cx-new-use-cases-maturity-matrix-89e93be804f8

Creating exceptional omnichannel consumer experiences often necessitates brands to adopt a data-driven approach to their digital transformation initiatives. Each component of their IT ecosystem, from establishing a foundation with data platforms to effectively integrating data and analytics across all components, plays a crucial role. By ensuring strong data & analytics connections among these interconnected blocks, brands can ultimately construct & enable an ecosystem that facilitates seamless omnichannel consumer experience. This strategy relies on a three-layer interconnected framework:

LAYER 1: Data Strategy → Digital Transformation

LAYER 2: Digital Transformation → MarTech Transformation

LAYER 3: MarTech Transformation → AI driven Omnichannel CX

This podcast explains how and where ‘DATA’ needs to be integrated and leveraged within each of these layers.

Look forward to your feedback and suggestions.

Source Article: https://medium.com/@28thjun/how-to-use-data-to-transform-omnichannel-consumer-experience-cx-4582ea232305

In today’s hyper-connected world, brands are laser-focused on creating memorable Consumer Experience (CX) journeys. By employing omnichannel strategies, they aim to provide seamless experiences across every touchpoint, using data-driven approaches and advanced marketing technologies. However, to truly transform into a preferred brand and foster long-term relationships, businesses must evolve beyond the short-term CX focus. The future lies in cultivating a Customer Lifecycle Experience (CLX), an approach that nurtures relationships over time to maximize total lifecycle value from each customer.

Read More: https://medium.com/@28thjun/transform-from-customer-experience-cx-to-customer-lifecycle-experience-clx-09e5ebd38c68

Nishith Srivastava, Vice President of Continental Europe at Tech Mahindra, approach of ‘looking inside the box’ signifies a paradigm shift—a shift towards innovation rooted in practicality and customer-centricity, redefining the way businesses perceive and embrace innovation in the digital age.

In a dynamic landscape defined by rapid technological advancements, Tech Mahindra stands at the forefront of innovation. With a steadfast commitment to delivering transformative solutions, the company adopts a unique approach—one that involves 'looking inside the box' to contextualize innovation.

At the helm of this endeavour is Nishith Srivastava, Vice President, Europe at Tech Mahindra, who provides invaluable insights into the company's strategic deployment of innovative solutions devoid of mere buzzwords.

Amidst this vast landscape, there exists a unifying horizontal—the BORN XDS. This integrated entity, comprising 31 niche agencies acquired over the past five years, serves as the backbone for Tech Mahindra's CX, eCommerce, Experience Design, and Martech transformation services. Connecting creative, content, and commerce, BORN XDS is an award-winning, global agency that helps brands with digital transformation. The company produces unique brand experiences by connecting ten specialisms that serve as the foundation of the digital economy: creative design, content production, commerce enablement, conversions (visitors to customers), cloud technology, cognition (analytics), cohesion (integrating all the systems), consulting and completeness (connecting brand experiences) across all channels.

BORN XDS's current and past clients include; Fossil, Red Bull, Funimation, Textron, Maxim Semiconductor, Tag Heuer, DVF, Nestle, Hanes, Ferragamo, Bulgari, Razer, Sotheby’s, Tetley Tea, Lorna Jane, Razer, Glanbia, Medifast, Harley Davidson among others.

Source Article