In the digital age, customer is at the center of everything. In this presentation, you can explore all the trends in business & leadership, customer experience and technology in 2017

1. Future in the age of the customer
PREDICTIONS2017
AMIT KUMAR DAS I CAPGEMINI

2. EXECUTIVE SUMMARY
The consequences of a customer-led,
digital-centric market are
The presentation covers the big business and
at theirleadership, customer experience(CX) and
technology changes that we expect in 2017
becoming clearer and starker

3. PREDICTIONS
Business and Leadership

4. CUSTOMERS ARE DRIVING UP REVENUE RISK
More than one-third of businesses will
restructure to shift to
customer-obsessed operations

5. THE CMO EVOLUTION
CEOs will exit 30% of their CMOs for not
mustering the blended skill set of
design and analytics

6. CIOs WILL TAKE THE LEAD POSITION
In 2017, CIOs will take the plunge and become
business leaders to address external
and personal risk

7. TRANSITIONAL ROLES WILL BE RECALIBRATED
Transitional roles like chief data officer, and
chief customer officer will continue to
get reintegrated into traditional roles

8. TRUST IS THE NEW BUSINESS CURRENCY
In 2017, the basic fabric of trust is at risk as
CEOs grapple with how to defend against
escalating dynamic security and privacy risk

9. CHANGING LEADERSHIP WARRANTS NEW SKILLS
Business heads will see doubled attrition rates as
CEOs dig in and appoint leaders with
both digital and customer competencies

10. Select jobs will continue to be in demand, putting
immense strain on talent management and
talent acquisition
SCARCE TALENT FOR THE EMERGING ROLES

11. PREDICTIONS
Customer Experience

12. CUSTOMERS ARE DRIVING UP REVENUE RISK
Firms will experience 25% to 50% increases in
revenue risk as more customers operate
as free agents

13. OPERATIONALIZING EMOTION
Firms will begin to quantify and better harness
the power of emotion to drive
affinity and spend

14. THE NEXT PHASE OF CUSTOMER EXPERIENCE
CX will go micro to design signature moments
that win the hearts, minds and
wallets of customer

15. Technology
PREDICTIONS

16. THE NEXT TECHNOLOGY REVOLUTION
A new wave of technologies that remake industries
and customer experience will begin to
emerge in 2017
1 2 3
Engagement Insights Support
These technologies will come in 3 forms

17. AUGMENTED AND VIRTUAL REALITY
Companies will continue to experiment with
AR and VR, setting the foundation for
larger implementations in 2018 and 2019

18. THE INTERNET OF THINGS
2017 will bring more IoT complexity,
overwhelming enterprises that don’t get
ahead of the problem

19. ARTIFICIAL INTELLIGENCE
will triple as firms work to
convert customer data into
personalized experiences
In 2017, investments in AI

20. Customer-obsessed enterprises will launch cloud
computing’s second decade as the push for
speed and agility
CLOUD COMPUTING

21. IN SUMMARY: WINNING IN THE AGE OF CUSTOMER
Companies across industries are feeling the
consequences of a customer-centric market
Organizations need to take a hard look at their
structure, talent, culture, processes, technology
and business metrics to understand how deep the
changes need to be to compete and win in the age
of the customer

22. THANK YOUAMIT KUMAR DAS I CAPGEMINI
Sources:
2017 Forrester Predictions
Leadership in the age of the customer, Forrester