Seventy Eight Percent of CX Professionals Want to Invest in Proactive Messaging, But Find It Too Expensive Share Article Independent Study Commissioned by Ada Finds Brands Still Struggling to Provide the Highly Personalized Experiences Today’s Customers Expect TORONTO (PRWEB) May 04, 2021 Ada, the leader in Automated Customer Experience (ACX), today announced findings from a commissioned study conducted by Forrester Consulting on behalf of Ada in March 2021 which found that while 91% of consumers are loyal to brands that provide personalized experiences across the customer journey, nearly half (48%) of brands report that keeping experiences consistent and personalized across platforms, channels and devices is a challenge. More than half (52%) of respondents report difficulty keeping up with the constant and rapid change of customer needs, and a staggering 89% said that their organization could be customer-centric if data were consolidated into one centralized view of the customer across the entire customer journey.