The Empowered Consumer

In a world where companies are increasingly focusing on customer-centricity and personalised experiences, why are 74 percent of consumers walking away from purchases? In this report, Criticaleye Partner Accenture offers fresh insight into consumers’ experiences in making purchasing decisions across categories.
 
Key takeaways include:

  • Consumers are finding buying decisions overwhelming - 74 percent of customers walked away from a purchase for this reason.
  • Generative AI is powering hyper-personalised experiences, cutting through the noise and deepening consumer relationships. However, customers want to know their data is secure and used ethically. Companies need to build trust and responsibility into their approach to designing, deploying and using Generative AI.
  • Shifting three key phases of the consumer journey (discovery, conversion and loyalty) will transform the role companies play in people’s lives, and the relationship they have with their consumers.




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