2. 2
Content
Top Digital Trends of 2016
Impacts of Technological Changes on Customer Relations
Future Proofing Customer Experience
References
3. 3
Top Digital Trends for 2016
VIRTUAL REALITY IS REAL
THE DATA SCIENTIST IS YOUR NEXT HIRE
MOBILE IS NOW YOUR FIRST SCREEN
PERSONALIZATION HAS ARRIVED
SAY IT IN 4K VIDEO
SOCIAL MEDIA COMES OF AGE
INTERNET OF THINGS (IOT) IS UPON US
SEARCH BEYOND SEARCH ENGINES
CONTENT IS STILL ON THE THRONE
THE RISE OF THE ROBOTS
WEARABLE TECHNOLOGY TAKES ITS FIRST STEPS
5. 5
Becoming invisible by connecting experiences
to create a new customer journey
Impact on
USER
Invisible to the
USER
Collecting Data
Data Analytics
Machine Learning
Connectivity
1
6. 6
Enhancing experience by augmenting reality that
shapes new experiences
Impact on
USER
2
Evolution of
Experiences
Offline Experience
Online Experience
Augmented Experience
Siri
Cortana X.AI
Home Decor App
Pokemon Go
Pepper
Jibo Fellow
Artificial
Intelligence
Augmented
Reality
Robotics
7. 7
Enabling customers by providing options,
information & access to customize experiences3
Impact on
USER
Enabling the
USER
Connected
Devices
CRM
Targeting
Communication
Channels
Support
8. 8
Radical transparency is forcing the market to
boost the customer experience and be honest4
Impact on
USER
MyCadillac-OnStarWaze
Garmin Activity Tracker
9. 9
Companies are at a converging point leading
towards changed customer behaviors
ZERO
TOLERANCE
FOR DIGITAL
FAILURE
FASTER
THAN REAL
TIME
PERFECT
INFORMATION
INTUITIVE USER
INTERFACE
ON DEMAND
SERVICES
PERSONALIZED
OFFERINGS
11. 11
5 Strategic Pillars to Future proof Customer
Relations
MOBILE
FIRST
DATA
ENTERPRISE
DIFFERENTIATED
EXPERIENCES
OMNI-CHANNEL
THINKING
PARTICIPATION
14. 14
References
- Prof. Steven Van Belleghem
- Bain Digital: http://www.bain.com/consulting-services/digital/index.aspx
- Linking Customer Experience to Value by McKinsey Consulting
- The Year Of The Customer: 16 Customer Service And Experience (CX) Trends For 2016 by Forbes
- 10 Ways Technology Can Enable Customer Loyalty by Huffington Post
- Top 10 Digital & Tech Trends for 2016 by OSD