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Reports from Gartner, Accenture, Deloitte, Design in Tech Report 2016

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Reports from Gartner, Accenture, Deloitte, Temkin all indicate that experience matters. Linda Holliday calls the new kind of design as “multi-
dimensional” — it crosses social science, computer science, into something new and necessary.
all day long and
whenever they can
EXPERIENCEMatters A Lot, Because We Experience Digital Products A Lot
“89% “81% “90% “6Xof companies believes that customer
experience will be their primary basis for
competition by 2016, versus 36% four
years ago.”
— Gartner
of executives surveyed place the
personalized customer experience in
their top three priorities for their
organization, with 39% reporting it as her
top priority.”
— Accenture
of executives surveyed agreed that
customer experience and engagement
are objectives of their corporation's
digital strategy.”
— MIT Sloan / Deloitte
more likely to buy with a positive
emotional experience, 12x more likely
to recommend the company, and 5x
more likely to forgive a mistake.”
— Temkin Group
early desktop
users checked
their computers
today mobile
users check their
smartphones
Once in the morning Once in the evening
Ouch!
“ Ouch!

Source // @kpcb #DesignInTech @Gartner_inc @AccentureDigi @mitsmr @DeloitteDigital @TemkinGroup
experiencematters.wordpress.com/2016/02/04/15-customer-experience-factoids-from-2015-infographic/ sloanreview.mit.edu/projects/strategy-drives-digital-transformation accenture.com/us-en/_acnmedia/Accenture/Conversion-Assets/Microsites/Documents11/Accenture-Technology- Vision-2015.pdf blogs.gartner.com/jake-sorofman/gartner-
surveys-confirm-customer-experience-new-battlefield/ blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/
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