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A new set of digital transformation drivers is impacting all levels of society
Mobile revolution
Social media explosion
Hyper-digitization
Power of analytics
Individuals
Enterprises
Industries
Services
Products
These technologies are impacting how customers shop and how companies must respondCompanies are improving… …in an effort to combat Amazon
CEO’s realize that these technologies will force a real change in their go-to-market approach
Source: Q1 “What are the most important external forces that will impact your organization over the next 3 to 5 years?”
External forces that will impact the organization
68%
69%
71%
2004 2006 2008 2010 2012
Technology factorsTechnology factors
People skills
Market factors
Macro-economic factors
Regulatory concerns
Globalization
Socio-economic factors
Environmental issues
Geopolitical factors
Source: Q1 “What are the most important external forces that will impact your organization over the next 3 to 5 years?”
Customer’s expectations have been raisedInstrumented Interconnected
Intelligent
Know Me
Offer to Me
Support Me
Interact with Me
These new expectations are not just impacting B2C…B2B is affected as well
A large distributor of process logic controllers used technology and an improved supply chain to improve how quickly their engineers could get the parts they needed
So, where do you need to focus…
1 Listen and Learn
Listening with social analytics
Learn from consumer controlled content
Identify factors of influence and motivation
1Enable and Execute
Single View of Consumer across channels
Design the experience
Actionable analytics
1Empower the Consumer
Consumer selects interaction channel
Personalized across channels
Consumers as advisors and advocates
…This is not optional!
At An Inflection
Point
Adapting To Change
Waited Too
Long
“The world has changed. Our customers have changed. We have to change too."
- Jim Cantalupo, former chairman and CEO of McDonald's in 2003
"I will buy it in your store...use it while I order another one for 75% less on
Amazon and then return it, It's shoppers like me that are multiplying…”
- Best Buy shopper
“It's not like they didn't see it coming. Kodak hesitated because they didn't want to eviscerate their business.”
- Rupert Goodwins, editor of ZDNet
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