New Imperatives for Customer Experiences Scott Neuman @scottneuman41 IBM
Jul 27, 2015
New Imperatives for Customer Experiences
Scott Neuman @scottneuman41
IBM
Source: Question CEO1–Who has the most influence on your strategic vision and business strategy?; n=884 [CEO only]
Customers 55%
C-Suite 78%
Board of Directors 53%
Corporate strategy function 44%
Non-exec senior leadership 26%
Key business partners 25%
Parent company 23%
Market Shift Voice of the board: key influencers on business strategy
46% Today
90%
3 to 5 Years
Source: Question B2–How strong is your collaboration with customers?; n=2,926 to 2,929
46%
Outperforming organizations not only listen, but collaborate extensively with customers
Market Shift
90%
90% 32% of consumers expect
personalisation claim to be highly
effective at engaging
individual customers
only
Source: IBM Institute for Business Value and Center for Applied Insights
Source: Question B4 What kind of digital strategy does your enterprise have?; n=2,869
Integrated digital-physical strategy
Limited digital strategy
No Digital strategy
31%
33% 36%
Collaboration through digital and physical integration represents the next wave of innovation
Market Shift
1 Treat data as the new natural
resource
2 Extend physical experiences
with digital
3 Use digital to enhance
personal engagement
Available on any mobile device
Lightweight version of .com
1,954,832 Wimbledon apps
downloaded
Mobile web use
4 Create experiences that bring
people together
Thank you @scottneuman41