Submit Search
Upload
Accenture Global Consumer Pulse Research
•
5 likes
•
7,500 views
accenture
Follow
The $6 trillion opportunity: Digital can improve customer experience and revenue growth.
Read less
Read more
Economy & Finance
Report
Share
Report
Share
1 of 13
Download now
Download to read offline
Recommended
Digital Disconnect in Customer Engagement
Digital Disconnect in Customer Engagement
accenture
Seeing beyond the Loyalty Illusion: It’s Time You Invest More Wisely
Seeing beyond the Loyalty Illusion: It’s Time You Invest More Wisely
accenture
AT&T Case Study ATG
AT&T Case Study ATG
rjahuey
Benefiting from Big Data - A New Approach for the Telecom Industry
Benefiting from Big Data - A New Approach for the Telecom Industry
Persontyle
Predictive Analytics in Telecommunication
Predictive Analytics in Telecommunication
Rising Media Ltd.
Failure and success of imc campaigns
Failure and success of imc campaigns
Kumar Rajgeet
The Self Service Economy
The Self Service Economy
Steven Van Belleghem
Imc & promotion mix
Imc & promotion mix
Vishnu Sharma
Recommended
Digital Disconnect in Customer Engagement
Digital Disconnect in Customer Engagement
accenture
Seeing beyond the Loyalty Illusion: It’s Time You Invest More Wisely
Seeing beyond the Loyalty Illusion: It’s Time You Invest More Wisely
accenture
AT&T Case Study ATG
AT&T Case Study ATG
rjahuey
Benefiting from Big Data - A New Approach for the Telecom Industry
Benefiting from Big Data - A New Approach for the Telecom Industry
Persontyle
Predictive Analytics in Telecommunication
Predictive Analytics in Telecommunication
Rising Media Ltd.
Failure and success of imc campaigns
Failure and success of imc campaigns
Kumar Rajgeet
The Self Service Economy
The Self Service Economy
Steven Van Belleghem
Imc & promotion mix
Imc & promotion mix
Vishnu Sharma
The New Delivery Reality: Achieving High Performance in the Post And Parcel I...
The New Delivery Reality: Achieving High Performance in the Post And Parcel I...
accenture
CX for Executives
CX for Executives
Esteban Kolsky
IMC of Coca Cola
IMC of Coca Cola
Onkar Dhongade
Harnessing Revolution: Creating The Future Workforce
Harnessing Revolution: Creating The Future Workforce
accenture
Technology Vision 2017 - Overview
Technology Vision 2017 - Overview
Accenture Technology
Integrated Marketing communication Tools
Integrated Marketing communication Tools
Kuhu Pathak
The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024
accenture
The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023
accenture
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
accenture
The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023
accenture
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
accenture
Engineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibile
accenture
Digital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial System
accenture
More deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journey
accenture
The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023
accenture
Reinventing Enterprise Operations
Reinventing Enterprise Operations
accenture
Semiconductor Gender Parity Study
Semiconductor Gender Parity Study
accenture
The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023
accenture
Nonprofit reinvention in a time of unprecedented change
Nonprofit reinvention in a time of unprecedented change
accenture
Free to be 100% me
Free to be 100% me
accenture
The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023
accenture
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
accenture
More Related Content
Viewers also liked
The New Delivery Reality: Achieving High Performance in the Post And Parcel I...
The New Delivery Reality: Achieving High Performance in the Post And Parcel I...
accenture
CX for Executives
CX for Executives
Esteban Kolsky
IMC of Coca Cola
IMC of Coca Cola
Onkar Dhongade
Harnessing Revolution: Creating The Future Workforce
Harnessing Revolution: Creating The Future Workforce
accenture
Technology Vision 2017 - Overview
Technology Vision 2017 - Overview
Accenture Technology
Integrated Marketing communication Tools
Integrated Marketing communication Tools
Kuhu Pathak
Viewers also liked
(6)
The New Delivery Reality: Achieving High Performance in the Post And Parcel I...
The New Delivery Reality: Achieving High Performance in the Post And Parcel I...
CX for Executives
CX for Executives
IMC of Coca Cola
IMC of Coca Cola
Harnessing Revolution: Creating The Future Workforce
Harnessing Revolution: Creating The Future Workforce
Technology Vision 2017 - Overview
Technology Vision 2017 - Overview
Integrated Marketing communication Tools
Integrated Marketing communication Tools
More from accenture
The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024
accenture
The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023
accenture
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
accenture
The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023
accenture
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
accenture
Engineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibile
accenture
Digital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial System
accenture
More deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journey
accenture
The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023
accenture
Reinventing Enterprise Operations
Reinventing Enterprise Operations
accenture
Semiconductor Gender Parity Study
Semiconductor Gender Parity Study
accenture
The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023
accenture
Nonprofit reinvention in a time of unprecedented change
Nonprofit reinvention in a time of unprecedented change
accenture
Free to be 100% me
Free to be 100% me
accenture
The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023
accenture
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
accenture
Pathways to Profitability for the Communications Industry
Pathways to Profitability for the Communications Industry
accenture
The Industrialist: Trends & Innovations - January 2023
The Industrialist: Trends & Innovations - January 2023
accenture
Reimagining the Agenda | Accenture
Reimagining the Agenda | Accenture
accenture
Climate Leadership Eleventh Hour | Accenture
Climate Leadership Eleventh Hour | Accenture
accenture
More from accenture
(20)
The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - January 2024
The Industrialist: Trends & Innovations - September 2023
The Industrialist: Trends & Innovations - September 2023
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
The Industrialist: Trends & Innovations - July 2023
The Industrialist: Trends & Innovations - July 2023
Accenture Technology Vision - How the trends apply to higher education
Accenture Technology Vision - How the trends apply to higher education
Engineering Services: con gli ingegneri per creare valore sostenibile
Engineering Services: con gli ingegneri per creare valore sostenibile
Digital Euro: Implications for the Financial System
Digital Euro: Implications for the Financial System
More deals, less money: the Black founder funding journey
More deals, less money: the Black founder funding journey
The Industrialist: Trends & Innovations - June 2023
The Industrialist: Trends & Innovations - June 2023
Reinventing Enterprise Operations
Reinventing Enterprise Operations
Semiconductor Gender Parity Study
Semiconductor Gender Parity Study
The Industrialist: Trends & Innovations - March 2023
The Industrialist: Trends & Innovations - March 2023
Nonprofit reinvention in a time of unprecedented change
Nonprofit reinvention in a time of unprecedented change
Free to be 100% me
Free to be 100% me
The Industrialist: Trends & Innovations - February 2023
The Industrialist: Trends & Innovations - February 2023
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
Mundo gamer e a oportunidade de entrada pela abordagem do movimento
Pathways to Profitability for the Communications Industry
Pathways to Profitability for the Communications Industry
The Industrialist: Trends & Innovations - January 2023
The Industrialist: Trends & Innovations - January 2023
Reimagining the Agenda | Accenture
Reimagining the Agenda | Accenture
Climate Leadership Eleventh Hour | Accenture
Climate Leadership Eleventh Hour | Accenture
Recently uploaded
TriStar Gold- 05-13-2024 corporate presentation
TriStar Gold- 05-13-2024 corporate presentation
Adnet Communications
Webinar on E-Invoicing for Fintech Belgium
Webinar on E-Invoicing for Fintech Belgium
FinTech Belgium
Mahendragarh Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Mahendragarh Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Deepika Singh
Seeman_Fiintouch_LLP_Newsletter_May-2024.pdf
Seeman_Fiintouch_LLP_Newsletter_May-2024.pdf
Ashis Kumar Dey
Technology industry / Finnish economic outlook
Technology industry / Finnish economic outlook
TechFinland
[[Nerul]] MNavi Mumbai Honoreble Call Girls Number-9833754194-Panvel Best Es...
[[Nerul]] MNavi Mumbai Honoreble Call Girls Number-9833754194-Panvel Best Es...
priyasharma62062
Thane Call Girls , 07506202331 Kalyan Call Girls
Thane Call Girls , 07506202331 Kalyan Call Girls
Priya Reddy
Vip Call Girls Rasulgada😉 Bhubaneswar 9777949614 Housewife Call Girls Servic...
Vip Call Girls Rasulgada😉 Bhubaneswar 9777949614 Housewife Call Girls Servic...
Call Girls Mumbai
Collecting banker, Capacity of collecting Banker, conditions under section 13...
Collecting banker, Capacity of collecting Banker, conditions under section 13...
RaniT11
Female Escorts Service in Hyderabad Starting with 5000/- for Savita Escorts S...
Female Escorts Service in Hyderabad Starting with 5000/- for Savita Escorts S...
kajalverma014
W.D. Gann Theory Complete Information.pdf
W.D. Gann Theory Complete Information.pdf
Million-$-Knowledge {Million Dollar Knowledge}
Bhayandar Capable Call Girls ,07506202331,Mira Road Beautiful Call Girl
Bhayandar Capable Call Girls ,07506202331,Mira Road Beautiful Call Girl
Priya Reddy
Call Girls in Yamuna Vihar (delhi) call me [🔝9953056974🔝] escort service 24X7
Call Girls in Yamuna Vihar (delhi) call me [🔝9953056974🔝] escort service 24X7
9953056974 Low Rate Call Girls In Saket, Delhi NCR
✂️ 👅 Independent Bhubaneswar Escorts Odisha Call Girls With Room Bhubaneswar ...
✂️ 👅 Independent Bhubaneswar Escorts Odisha Call Girls With Room Bhubaneswar ...
Call Girls Mumbai
Bhubaneswar🌹Kalpana Mesuem ❤CALL GIRLS 9777949614 💟 CALL GIRLS IN bhubaneswa...
Bhubaneswar🌹Kalpana Mesuem ❤CALL GIRLS 9777949614 💟 CALL GIRLS IN bhubaneswa...
Call Girls Mumbai
cost-volume-profit analysis.ppt(managerial accounting).pptx
cost-volume-profit analysis.ppt(managerial accounting).pptx
azadalisthp2020i
Nalasopara TRusted Virar-Vasai-Housewife Call Girls✔✔9833754194 Gorgeous Mode...
Nalasopara TRusted Virar-Vasai-Housewife Call Girls✔✔9833754194 Gorgeous Mode...
priyasharma62062
Escorts Indore Call Girls-9155612368-Vijay Nagar Decent Fantastic Call Girls ...
Escorts Indore Call Girls-9155612368-Vijay Nagar Decent Fantastic Call Girls ...
sanakhan51485
Premium Call Girls Bangalore Call Girls Service Just Call 🍑👄6378878445 🍑👄 Top...
Premium Call Girls Bangalore Call Girls Service Just Call 🍑👄6378878445 🍑👄 Top...
vershagrag
2999,Vashi Fantastic Ellete Call Girls📞📞9833754194 CBD Belapur Genuine Call G...
2999,Vashi Fantastic Ellete Call Girls📞📞9833754194 CBD Belapur Genuine Call G...
priyasharma62062
Recently uploaded
(20)
TriStar Gold- 05-13-2024 corporate presentation
TriStar Gold- 05-13-2024 corporate presentation
Webinar on E-Invoicing for Fintech Belgium
Webinar on E-Invoicing for Fintech Belgium
Mahendragarh Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Mahendragarh Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Seeman_Fiintouch_LLP_Newsletter_May-2024.pdf
Seeman_Fiintouch_LLP_Newsletter_May-2024.pdf
Technology industry / Finnish economic outlook
Technology industry / Finnish economic outlook
[[Nerul]] MNavi Mumbai Honoreble Call Girls Number-9833754194-Panvel Best Es...
[[Nerul]] MNavi Mumbai Honoreble Call Girls Number-9833754194-Panvel Best Es...
Thane Call Girls , 07506202331 Kalyan Call Girls
Thane Call Girls , 07506202331 Kalyan Call Girls
Vip Call Girls Rasulgada😉 Bhubaneswar 9777949614 Housewife Call Girls Servic...
Vip Call Girls Rasulgada😉 Bhubaneswar 9777949614 Housewife Call Girls Servic...
Collecting banker, Capacity of collecting Banker, conditions under section 13...
Collecting banker, Capacity of collecting Banker, conditions under section 13...
Female Escorts Service in Hyderabad Starting with 5000/- for Savita Escorts S...
Female Escorts Service in Hyderabad Starting with 5000/- for Savita Escorts S...
W.D. Gann Theory Complete Information.pdf
W.D. Gann Theory Complete Information.pdf
Bhayandar Capable Call Girls ,07506202331,Mira Road Beautiful Call Girl
Bhayandar Capable Call Girls ,07506202331,Mira Road Beautiful Call Girl
Call Girls in Yamuna Vihar (delhi) call me [🔝9953056974🔝] escort service 24X7
Call Girls in Yamuna Vihar (delhi) call me [🔝9953056974🔝] escort service 24X7
✂️ 👅 Independent Bhubaneswar Escorts Odisha Call Girls With Room Bhubaneswar ...
✂️ 👅 Independent Bhubaneswar Escorts Odisha Call Girls With Room Bhubaneswar ...
Bhubaneswar🌹Kalpana Mesuem ❤CALL GIRLS 9777949614 💟 CALL GIRLS IN bhubaneswa...
Bhubaneswar🌹Kalpana Mesuem ❤CALL GIRLS 9777949614 💟 CALL GIRLS IN bhubaneswa...
cost-volume-profit analysis.ppt(managerial accounting).pptx
cost-volume-profit analysis.ppt(managerial accounting).pptx
Nalasopara TRusted Virar-Vasai-Housewife Call Girls✔✔9833754194 Gorgeous Mode...
Nalasopara TRusted Virar-Vasai-Housewife Call Girls✔✔9833754194 Gorgeous Mode...
Escorts Indore Call Girls-9155612368-Vijay Nagar Decent Fantastic Call Girls ...
Escorts Indore Call Girls-9155612368-Vijay Nagar Decent Fantastic Call Girls ...
Premium Call Girls Bangalore Call Girls Service Just Call 🍑👄6378878445 🍑👄 Top...
Premium Call Girls Bangalore Call Girls Service Just Call 🍑👄6378878445 🍑👄 Top...
2999,Vashi Fantastic Ellete Call Girls📞📞9833754194 CBD Belapur Genuine Call G...
2999,Vashi Fantastic Ellete Call Girls📞📞9833754194 CBD Belapur Genuine Call G...
Accenture Global Consumer Pulse Research
1.
Copyright © 2015
Accenture. All rights reserved. Get your share of the $6.2 trillion Switching Economy! www.accenture.com/Customer2020
2.
Copyright © 2015
Accenture. All rights reserved. It’s never been harder to deliver profitable revenue growth
3.
Copyright © 2015
Accenture. All rights reserved. Digital has disrupted consumer dynamics requiring a new customer experience Compared to 10 years ago... Halfrely much more on other people's experiences/ reviews to inform decisions. Today... More than one third want more digital interactions than proposed by providers
4.
Copyright © 2015
Accenture. All rights reserved. 64% of consumers switched providers due to poor service in at least one industry
5.
Copyright © 2015
Accenture. All rights reserved. More than 80% of poor service switching could be avoided through better resolution
6.
Copyright © 2015
Accenture. All rights reserved. Marketing, Sales and Customer Services executives need a new, more relevant model Today’s customer journey is dynamic, accessible and continuous Discover UseConsider Evaluate Purchase Expectation Promise Reality Delivery
7.
Copyright © 2015
Accenture. All rights reserved. Every customer is a digital customer, but not all move at the same speed/pace Companies must be “multispeed”, customer centric organizations for four customer segments: Traditional They rely on traditional channels and interactions. Even then, they leave digital traces. Experimental They selectively engage in digital for utility value, discovering how the experience improves.
8.
Copyright © 2015
Accenture. All rights reserved. Every customer is a digital customer, but not all move at the same speed/pace (cont.) Companies must be “multispeed”, customer centric organizations for four customer segments: Digital Savvy They make digital technology part of all dimensions in their life. Mobile access is key. Transitional They strive to leverage digital more broadly but may not always be able to do so.
9.
Copyright © 2015
Accenture. All rights reserved. Providers’ Struggle to Keep Pace Globally, problems of the past and digital challenges of today are key hurdles: 1 Missing out on customer retention, hurting revenue growth Out of the downturn, consumer spend recovers in key industries and markets. Intent to buy less from current companies grew (+40%) in same period.
10.
Copyright © 2015
Accenture. All rights reserved. Providers’ Struggle to Keep Pace (cont.) Globally, problems of the past and digital challenges of today are key hurdles: 2 “Dis-Loyalty” programs Customer loyalty program adoption grew greatly across sectors. For more than half, key driver is access to best deals focused on “short-term loyalty”.
11.
Copyright © 2015
Accenture. All rights reserved. Providers’ Struggle to Keep Pace (cont.) Globally, problems of the past and digital challenges of today are key hurdles: 3 Unprepared to face disruptors 44% would be open to offers from non- traditional players. Many established providers are slow to adapt to new business models.
12.
Copyright © 2015
Accenture. All rights reserved. Switching economy is estimated at $6.2 trillion revenue globally Switching Economy – 5 year growth (total potential estimate, in trillion US$, constant values) * Countries: Australia, Belgium, Brazil, Canada, China, France, Germany, India, Ireland, Italy, Japan, Mexico, Singapore, South Africa, Spain, UK, USA 25% 2.2 Global Key markets* Mature Key markets* Emerging Key markets* 6.2 4.9 4.0 3.2 1.7 26% 29% 2014 2010
13.
Copyright © 2015
Accenture. All rights reserved. Get your share of the $6.2 trillion switching economy! Download the Accenture “Customer 2020: Are You Future-Ready or Reliving the Past?” research findings and insights for revenue growth at: www.accenture.com/Customer2020 Join the conversation on Twitter @AccentureStrat
Download now