BUSINESS SITUATION CONSUMERS AREN’T BUYING THE STATUS QUO Companies in industries like communications, media and retail are facing new, profound challenges. For incumbents, it is a time of existential crisis. Growth has stagnated. Margins are tighter. Categories are blurring. Digital natives are changing customer expectations both inside and outside of their industries. One thing is certain: Future growth will look different than it has in the past. Liquid expectations are raising the bar As digital brands proliferate, they are setting higher standards. Consumers expect rich, highly personalized experiences with no friction. Digital disruptors are blurring industry lines Niche players with agile operating models are creating new market opportunities across industries, and achieving unprecedented speed-to-scale. Channels are merging and disappearing The penetration of artificial intelligence (AI) powered digital assistants —in phones, cars, and homes—is creating interactions without boundaries. Consumers can access content, products, and services from a single point of contact, everywhere and at any time. A digital “earthquake” in retail is imminent Traditional retailers will continue to lose their grip on consumers, as digital disruptors, like Amazon, vie for dominance at the local level. As a result, consumers are in a constant state of re-appraisal, demanding that businesses remain relevant in every micro-moment between sales and service. As market dynamics are increasingly shaped by digital players who are radically customer centric, incumbents are losing their capacity to attract, engage, and retain customers. INTELLIGENT REVENUE GROWTH FOR B2C EMBEDDING AI TO REINVENT RELEVANCE 2