Gartner ThinkCast
How Digital Twins Will Upend the Customer Experience
Nov 12, 2024
Join Michelle DeClue, a Gartner VP Analyst and expert in digital twins, as she dives into how these virtual representations of customers can transform the retail industry. Discover how businesses can predict behaviors and enhance personalization while navigating data privacy concerns. The discussion covers the evolving definition of customers, the impact of Generative AI, and how digital twins improve customer experiences by identifying pain points. Get ready to rethink customer interactions and the future of digital identity!
24:13
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Quick takeaways
- Digital twins of customers enable businesses to anticipate behaviors and preferences, revolutionizing personalized marketing and service delivery.
- The rise of generative AI has heightened consumer expectations for data transparency and ethical stewardship, urging companies to balance data use with privacy concerns.
Deep dives
Understanding Digital Twins of Customers
A digital twin of a customer serves as a virtual representation of individuals based on their past interactions, allowing businesses to predict future behaviors. By analyzing data from various customer engagement platforms, businesses can create a profile that simulates customer preferences and actions in different scenarios. This new approach contrasts with traditional views of customer analysis, as it adopts a more dynamic perspective on customer relationships. As businesses explore this concept, the potential to enhance personalized marketing and service offerings becomes clearer, reflecting a deeper understanding of customer needs.
