🔮 Forrester reveals its 2025 predictions: unsurprisingly, AI is reshaping the digital landscape
- Arnaud Guedj
- Oct 30, 2024
- 1 min read
Here are the key points that will transform our industry:
Impact on Marketing and Customer Relations
- Investments in unifying loyalty and marketing data will triple!
- Brand loyalty will decrease by 25%, with priority given to value for money (and this is not good news for the efforts made by brands to strengthen their image...)
- 40% of consumers will agree to share their personal data to benefit from the advantages of AI
Digital Transformation and E-commerce
- Only 20% of brands will adopt conversational commerce despite consumer interest (which brands will be the pioneers in this area?)
- Generative AI (ChatGPT and others) will revolutionize customer service with the displacement of frontline agents (hoping that jobs will be preserved)
- SEO budgets will triple with the integration of AI in search engines and we will have to expect a (r)evolution in this area among the major players (who have already started their mutation at a forced pace).
Evolution of Retail and Media
- One in five retailers in EMEA will launch customer-facing generative AI applications
- Social commerce will capture 10% of performance media budgets (TikTok, Instagram if you are reading this...)
- Social media usage will increase by 10% despite controversies (we'll have to force ourselves to look up from our smartphones in our spare time...)
These trends point to a future where technological innovation and changing consumer behaviors will redefine business strategies.
Are you ready for 2025?
