Transforming Consumer Industries in the Age of AI 2025

Al-powered real-time customer/consumer needs-spotter, supported by advanced behavioural and cluster analyses and segmentation capabilities, that creates individual customer/consumer profiles and consolidates them into multi-dimensional segmentsPrecise customer/consumer profiling and segmentation Modular content management and production platforms/solutions that help a company engage with its target audience and partners across marketing, commerce and social channels in meaningful ways that they welcome and even seek Al-enabled “intelligent sales coaches” supporting field sales/customer service representatives, offering personalized advice on their sales pitches and suggesting next-best actions while automating many non-customer-facing activitiesAgile brand experience design and developmentAn Al-powered and data-driven process that enables nuanced consumer profiling in real time, enhancing accuracy and personalization A dynamic content creation process that uses Al to deliver real-time adaptations based on user interactions An Al-empowered, real-time sales and customer/consumer service interaction process that makes customer engagement easy and enjoyable for all Augmented sales enablementand executionStrategic bet Reinvented processesGenAI supports this pursuit by enabling companies to analyse vast amounts of structured data (customer relationship management databases) and unstructured data (consumer feedback) in real time. Supported by multimodal models (a form of AI that processes and integrates information from multiple data types), machine learning and prescriptive analytics, companies can rapidly design and deliver tailored experiences that reach consumers and customers at precisely the right moment – driven by seasonal trends, behavioural patterns and evolving preferences. New value opportunities also grow more attainable with each interaction between customers, consumers, sales and customer service representatives, and AI- powered digital assistants (soon-to-be agents).These agents become more attuned and effective the more they are used. They also free up significant time by automating manual, labour-intensive tasks, allowing teams to focus on higher-value activities such as engaging directly with customers and/or consumers, and strategic planning. Projected impacts include a 60% reduction in content production costs, a 10-15% increase in brand net promoter scores and a 20% increase in conversion rate.33 Imagine the owners of a small grocery store who have struggled with shifting consumer preferences and slow-moving products, but now use an intelligent sales assistant to review real-time insights into local trends. If the app highlights popular items that match their patrons’ needs, they can collaborate in real time with supply chain partners to adjust their inventory with confidence. Figure 16 illustrates how AI supports far more relevant connections with customers and consumers. Source: Accenture. Top areas where AI technologies can drive value in customer and consumer engagement practicesFIGURE 16 Transforming Consumer Industries in the Age of AI 21