Enterprises need to scale on Customer Experience and Digital Transformation

DIGITAL CONSUMPTION: THREE BATTLEGROUNDS

FOR THE DIGITAL CUSTOMER

Offering products and services is no longer enough: successful companies will be the ones focused on delivering the most compelling experiences. In fact, 56% of business leaders believe that customer experience is their top digital transformation priority.

Customers expect and value increasingly personalized interactions at all points of their journey, and digital technology is enabling companies to deliver personalization economically at scale. The challenge

companies face, however, is to understand how much personalization customers want, as 90% of consumers say they would limit access to certain types of personal data.

Products and services to experiences

Offering products and services is no longer enough: successful companies will be the ones focused on delivering the most compelling experiences. In fact, 56% of business leaders believe that customer experience is their top digital transformation priority.

Hyperpersonalization

Offering products and services is no longer enough: successful companies will be the ones focused on delivering the most compelling experiences. In fact,56% of business leaders believe that customer experience is their top digital transformation priority.

Ownership to access

Enabled by digital platforms, customers are substituting ownership of goods with access-based models. The global market for shared goods and services across five key sectors is expected to grow to $335 billion by 2025. Companies should evaluate opportunities to cater to customer preferences for access-based models, before competitors or start-ups sweep in.

Source: World Economic Forum

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