IBM商业价值研究院：2026赢在当下：通过掌握客户意图重获品牌相关性研究报告（英文版）（32页）.pdf

1、IBM Institute for Business Value|Research InsightsWin the momentReclaiming relevance by mastering customer intent2IBM and Adobe partner to help enterprises navigate organizational complexity and orchestrate end-to-end,AI-powered experiences at speed and scale.With 20+years of collaboration and deep

2、expertise across all three Adobe Experience Clouds,IBM brings unmatched industry insight and a global team of more than 21,000 skilled AI practitioners.As a trusted strategic partner,IBM supports many of Adobes largest and most complex enterprise clientsnow further empowered by our agentic AI platfo

3、rm,watsonx,which enables organizations to accelerate the impact of generative AI in core workflows to drive productivity.How IBM and Adobe can helpContents Introduction.4Part one Decode what the customer is really saying.7Part two Anticipate before being asked.13Part three Establish confidence with

4、clear governance.20Action guide.233Customer intent is now the currency of competition,but the window to decipher and respond varies dramatically within each industry.Only 34%of the customer dataorganizations collect today is used for customer experience decisions.Personalization at scale creates a c

5、oordination taxthat only agentic orchestration can offset.Organizations that pair AI-fueled responsiveness with clear governancereport 12%higher marketing ROI and a 38%lift in customer lifetime value.AI doesnt win customer loyalty.Orchestrated experiences do.Key takeawaysIntroductionIntentAnticipati

6、onConfidenceAction guide4AI has rewritten customer expectations almost overnight.Customers are done exploring and comparingtheyre now delegating.A recent study from the IBM Institute for Business Value(IBM IBV)found the use of AI applications such as ChatGPT,Google Gemini,and other chatbots to aid i