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GenAI is rapidly reshaping customer expectations around speed, personalization, self-service, and decision support. Many organizations can envision “cool” GenAI capabilities, but struggle to translate that enthusiasm into adoption-driving experiences because they lack a clear, shared understanding of which customers to target, what problems matter most, and what barriers will prevent adoption. This solution is designed to help leaders move from assumptions and generic personas to actionable, maturity-based customer insight that improves prioritization, product/experience design, and go-to-market alignment.
The Challenge
Most organizations have pockets of customer knowledge, but GenAI introduces new dynamics that expose common gaps:
- Unclear scope and weak prioritization. Teams debate dozens of possible GenAI ideas without a consistent method to focus on the right customer outcomes first.
- Segment blur. “Our customer” is treated as one group, even though GenAI readiness, trust thresholds, and value drivers vary dramatically by segment.
- Needs vs. adoption barriers mismatch. Solutions are designed around surface-level “use cases,” while the real blockers are trust, transparency, workflow fit, data concerns, and change friction.
- Experience design lags capability excitement. Organizations invest in tools and pilots but under-design the end-to-end GenAI experience (expectations, controls, escalation paths, and “human-in-the-loop” moments).
- No maturity baseline. Without a structured assessment and benchmark, it is difficult to quantify where gaps exist and what “good” should look like at the next maturity level.
To move from “build something GenAI” to “deliver experiences customers adopt and trust,” leaders need a structured way to assess customer-insight maturity, clarify target segments and outcomes, and convert insights into concrete use case and UX decisions. (Structured similarly to the solution-page format you provided.)
Our Solution
An integrated, executive-friendly offering that aligns stakeholders around what matters most, benchmarks readiness, and equips teams with practical playbooks and coaching:
- A Detailed Understanding Your GenAI Customer Assessment & Industry Benchmark A structured diagnostic that scores your readiness against clear maturity levels and an industry benchmark.
- A Curated “The Importance of Understanding Your GenAI Customer” Whitepaper A tailored executive briefing that outlines the importance of detailed insights around your customer’s top-priority GenAI needs, wants, and barriers to adoption.
- The “Understanding Your GenAI Customer” Workshop Series (Coming Q2, 2026) Fast-paced 2-hour workshops to explore applied GenAI customer insights methods and best practices.
- An Actionable GenAI Customer Insights Playbook & Enablers Best-practice-based templates and action plans to raise your GenAI Customer Insights capability (e.g., segment insight canvases, needs/barriers mapping, use-case qualification, and experience design prompts).
- Applied Coaching Targeted support to close key GenAI Customer Insights gaps across your teams and convert insights into owned actions.
Area of Focus
- Defining Your Scope & Target Use Cases
- Identifying Your Target Customer Segments
- Understanding Your Customer Needs (per segment)
- Designing Your Target User Experience
Participants Will
- Establish a shared understanding of why GenAI customer insight is now a strategic differentiator (not a “marketing exercise”).
- Benchmark current GenAI Customer Insights maturity and pinpoint the specific gaps limiting customer adoption and value realization.
- Define and pressure-test target segments and segment-specific GenAI expectations (value drivers, trust thresholds, decision criteria).
- Translate insights into prioritized target use cases with clearer problem statements, adoption assumptions, and measurable outcomes.
- Identify the experience implications of GenAI (UX principles, transparency needs, workflow integration, guardrails, escalation paths) to improve adoption and trust.
- Leave with practical templates, enablers, and next steps to raise the organization’s GenAI Customer Insights “game.”
Who Should Attend:
Solution Essentials
Format
Virtual or in-person
Duration
2 Hours
Skill Level
Assessment participation + relevant customer/segment context (as available)
Tools