Businesses are transforming themselves digitally, looking to become moreagile and serve their customers better. Digital services build closer, morepersonal relationships with customers, increasing satisfaction and advocacy.

digital customer experience: build trust, inspire loyalty, improve services

why digital transformation?

According to research from MIT and Capgemini, enterprises benefit from digital transformation in these

top three areas.

improvethe customer experience

enhance

existing products

and services

expandreach to new

markets

40% 41% 40%

build trustIn healthcare, consumers want to interact online with their providers.It allows them to personalize care and access ongoing support.75

%24%

40%

22%

.3m140

%

consumers willcommunicate withdoctors online

consumerswant onlineadvice on health

questions answered bydoctors on patient-to-doctorsocial network HealthTap

video conferencingreduces hospital

admissions by

automatedreminders

reduceno-shows

want onlineappointmentreminders

inspire loyaltyTravelers able to use their smartphone to personalize their stay are more loyal and stronger brand advocates. MCD Partners identified the four most popular digital services.

80%

73%

4%

use smartphone

for automated

check-in

offersbased on personal

data

request a late checkout using

smartphone

7set personal preferences in

advance

73%

hotel

improve services Technologies such as NFC ticketing are transforming the transportindustry by increasing efficiency and improving the customerexperience. This is the result of 10-month NFC ticketing trial byOrange in Malaga, Spain.

customersatisfaction

want system and recommend

journeys made

users using smartphones

timetable checks94%

/108.2110

30007500

understand customers

infographic created by Futurity Mediasources: MIT, Cap Gemini, Cisco, Deloitte, Healthtap,Sesame Communications, MCD Partners, Orange, IBM and Forrester Research.

Big data analytics are helping businesses handle the vast quantity of information to understand customers more deeply. Research from IBM and Forrester Research looked at the impact of big data on customer analytics.

predict customerbehavior

recommend and personalize

analyze multiple touch

points

uncover new revenue streams

89% 87%

75% 73%