TakeawaysCustomer experience has evolved significantly over the past decade.Brands must focus on intentionality and discipline in their strategies.Data collection is essential, but insights are what drive success.AI is a powerful tool, but organizations must assess its ROI.B2B customers now expect B2C quality experiences.Personalization is still in its early stages of development.Consulting can help businesses identify blind spots in their strategies.The fundamentals of understanding customers remain crucial.Hyperlocal shopping and connected channels are key for future success.

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