How Digital Twins Will Upend the Customer Experience

2024/11/12

Gartner ThinkCast

#artificial intelligence and machine learning#consumer behavior#ai market trends#data privacy#generative ai#consumer trends People

Michelle DeClue

领导数字双胞胎客户主题和总体体验的 Gartner 副总分析师。

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@Michelle DeClue 认为，客户的定义在不同行业和应用场景下存在显著差异，例如在医疗保健、教育和消费品领域，客户分别可能是病人或供应商、学生或教师、消费者或零售商。这种多样性给构建客户的数字孪生带来了挑战，需要根据具体情况进行定义。

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The definition of a customer varies across industries and contexts, making it crucial to define what a customer is before creating a digital twin.

In healthcare, a customer could be a patient or a provider.
In education, a customer could be a student or a faculty member.
In consumer goods, the customer is often the retailer, not the end consumer.

Today, we are exploring the emerging world of digital twins — particularly twins of a customer — with Gartner Global Chief of Research Chris Howard and Gartner VP Analyst, Michelle DeClue, on the retail-consumer goods industry team and cross-practice leader on the subject. They parse out how to define a customer, what makes a digital twin and how the relationship between the two could revolutionize the customer experience — from predicted actions and reduced friction to enhanced personalized experiences.

How Digital Twins Will Upend the Customer Experience 24:13 Share

Gartner ThinkCast

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How Digital Twins Will Upend the Customer Experience