Summary
Consumer Reports (CR) faced disruption from free reviews and search engines, intensified by generative AI. Recognizing the strategic implications of generative AI, CR launched a foundational AI transformation, introducing “AskCR” in June 2024, a conversational interface built on its domain expertise. This deepened consumer engagement and strengthened its value proposition. Early results include increased repeat use, higher conversion to paid, and new insights. CR’s strategy evolved as it learned, positioning it for long-term success. This case study explores CR’s shift from content publishing to an agentic future built on trust.
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