CEOs are seeking more collaborative and customer-centric cultures to adapt to changing markets. Over 70% want better understanding of individual customer needs and improved responsiveness. Most CEOs are making large investments in using customer data insights to gain strategic advantages and expect technology to drive significant organizational changes in the coming years. Traditional models of knowing customers are being rewritten as disruptive forces are outpacing many firms' ability to adapt.

1. Market Trends and the CEO’s Social Business Agenda
Collaboration is the number-one trait CEOs are seeking in their
employees, with 75% of CEOs calling it critical
Building Collaborative
Cultures
>70% of CEOs are seeking a better understanding of individual
customer needs and improved responsiveness.
Voice of Customer
at the Center
73% of CEOs are making significant investments in their organizations’
ability to draw meaningful customer insights from available data
Insights Provide
Strategic Edge
CEOs expect technology to drive the most change in their organizations
over the next 3-5 years – more change than the economy
Technology Driving Change
“’Knowing the customer’ is no longer confined to segmentation,
statistical averages and historical inferences.”
Traditional Models
Being Rewritten
Disruptive market forces, big data, new channels, multiple devices,
maturing Millennials - outpacing firms’ ability to adapt
Change-or-Lose
Marketplace