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