66% of US companies agree in the event that they don’t considerably enhance buyer expertise, they’ll lose prospects, and thousands and thousands in income
MIAMI, FLORIDA – JANUARY 13, 2026 — As buyer expectations round digital expertise rise, US companies are struggling to ship. With ongoing financial uncertainty, thousands and thousands of {dollars} in income are being misplaced, with two-thirds (66%) of companies unable to ship the extent of buyer expertise individuals count on.
AND Digital’s Successful the Clever Buyer report reveals this rising urgency round buyer expertise. It surveyed 250 C-suite and information leaders throughout mid-market and enterprise organizations within the US and requires the pressing want for CEOs to prioritise buyer expertise to guard their buyer base.
As buyer expectations evolve, companies are more and more seeing information and know-how as key to bettering the experiences they ship. 80% of respondents agree that information is the only largest think about delivering good buyer expertise, because it permits corporations to personalize interactions and reply quicker. Six out of ten respondents mentioned their organisation had misplaced income through the previous three years of financial turbulence attributable to poor buyer expertise ensuing from an absence of information.
Regardless of this, buyer expertise is on the rise, with greater than three-quarters (82%) of organisations capable of enhance their buyer expertise price range over the previous 12 months. This displays a rising must put money into sustainable progress by long-term buyer relationships.
Nonetheless, longer-term considerations stay. 73% of respondents imagine that the way forward for buyer loyalty might be dominated by giant tech budgets. This raises fears of deep inequality between those that can afford to innovate and people who can’t, who might be left behind and squeezed out of the market.
Kenn van Hauen, Chief AI Officer at AND Digital, commented: “Buyer expertise is now a boardroom precedence, and rightly so. Companies are recognizing that acquisition alone gained’t drive long-term progress. Retention, loyalty, and real-time engagement are the brand new battleground. Expertise is now the final word differentiator, however most organizations are nonetheless enjoying catch-up.”
“Enterprise leaders perceive the significance of information, and are starting to prioritise retention over acquisition, however with out the infrastructure to behave on that information in real-time, too many are dropping prospects they’ll’t afford to lose. This can be a wake-up name. The winners on this house might be those that can flip their buyer information into constant, clever and personalised experiences.”
About AND Digital
AND Digital creates and delivers transformative digital experiences powered by know-how, information, AI, and scalable platforms, driving aggressive benefit and long-term progress. We don’t simply construct options for you; we construct them with you.
Our people-first, partnership-led method permits us to work at tempo, embedding abilities, merchandise and confidence inside your groups to make sure sustainable impression. We work with you to know what you are promoting, delivering options and altering that to suit your surroundings and objectives. Whether or not shaping technique, refining operations, or designing clever programs, we assist companies transfer quicker, smarter, and with confidence, at the moment and for the longer term.
