CUSTOMER EXPERIENCE
The way customers discover and evaluate brands is not what it once was. According to research from Capgemini, 58 % of consumers have replaced traditional search engines with AI tools for product and service recommendations. This, the research suggests, may be down to the level of personalisation these tools can offer – with nearly two thirds of millennials and Gen Z reporting that they want content and product recommendations that are tailored to them. But as customers discover products and services in new ways, brands are having to reimagine how they access and understand customer insights.“ The definition of listening has definitely changed,” says Chris Mellish, Managing Director of Accenture Song UK and Ireland.
86 October 2026