Conversational commerce, or consumer purchases made via voice assistants, is poised to revolutionize how consumers and brands interact. While still in the early stages, rapid adoption of voice assistants will drive significant investment and innovation in this area. As voice technology improves and more devices become enabled with voice assistants, consumers are using them more for a variety of tasks including making purchases. The research found that over a third of current voice assistant users have already made purchases such as groceries or clothing using their voice assistant. It also found that consumers see voice assistants becoming a dominant form of interaction within three years, with users expecting to spend six times more via voice assistants compared to today. Major retailers and brands have begun partnering with companies like Google
MoEngage: Next Generation Marketing CloudMoEngage Inc.
MoEngage is the Next-Generation Marketing Cloud, built for the Mobile-first world. With MoEngage, companies can orchestrate campaigns across channels like push, email, in-app messaging, web push, ad retargeting and SMS, with auto-optimization towards higher conversions powered by machine learning.
Traditional marketing clouds are expensive to implement, hard to learn and rule-based. At MoEngage, we are building enterprise software that is easier to use, elegantly designed, fully integrated and learning-based.
MoEngage works with Consumer businesses across the world including Fortune 500 brands like Samsung, Deutsche Telekom (T Mobile), Vodafone, Hearst, Vodafone, and Prudential & L Brands.
They enable hyper-personalization at scale, analyzing 200 million+ users and delivering 8 billion+ interactions across channels in a month.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
N26 - Marketing Communications Manager IT - Case Study/Alessandra IzzoAlessandra Izzo
The Italian market is one of the most growing markets in N26, we want to achieve an even higher impact in the country. We have recently announced 100k customers in Italy and we
are now eager to double this number over the next 6 month.
Please develop one campaign idea which you would implement in order to boost growth and retention within your first 3 months at N26.
Omnichannel Customer Experience. Companies such as Amazon, Facebook, Google, Apple already know that the future of user experience is automated interface creation depending on customer needs.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
This eBook will allow retail business and IT managers to understand, which are the key elements that must be considered in retailers' path to become omnichannel champions. Find out which are the most critical omnichannel capabilities to develop as well as its strategy and roadmap for the implementation plan.
Reimagine Growth: Execute on your customer journey strategyCleverTap
Execute on your customer journey strategy
Key Learnings:
-Build your 360-degree view of your customer lifecycle journey
-Create an omnichannel engagement strategy that’s cost-effective
-Reduce churn by engaging on at the right moments
MoEngage: Next Generation Marketing CloudMoEngage Inc.
MoEngage is the Next-Generation Marketing Cloud, built for the Mobile-first world. With MoEngage, companies can orchestrate campaigns across channels like push, email, in-app messaging, web push, ad retargeting and SMS, with auto-optimization towards higher conversions powered by machine learning.
Traditional marketing clouds are expensive to implement, hard to learn and rule-based. At MoEngage, we are building enterprise software that is easier to use, elegantly designed, fully integrated and learning-based.
MoEngage works with Consumer businesses across the world including Fortune 500 brands like Samsung, Deutsche Telekom (T Mobile), Vodafone, Hearst, Vodafone, and Prudential & L Brands.
They enable hyper-personalization at scale, analyzing 200 million+ users and delivering 8 billion+ interactions across channels in a month.
Customer Experience is an evolution within many organizations. To improve your execution you need viable strategies which can enhance your operations from an interaction perspective. This will give you powerful insight and analytics to engage your customers differently and drive a seamless experience.
N26 - Marketing Communications Manager IT - Case Study/Alessandra IzzoAlessandra Izzo
The Italian market is one of the most growing markets in N26, we want to achieve an even higher impact in the country. We have recently announced 100k customers in Italy and we
are now eager to double this number over the next 6 month.
Please develop one campaign idea which you would implement in order to boost growth and retention within your first 3 months at N26.
Omnichannel Customer Experience. Companies such as Amazon, Facebook, Google, Apple already know that the future of user experience is automated interface creation depending on customer needs.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
This eBook will allow retail business and IT managers to understand, which are the key elements that must be considered in retailers' path to become omnichannel champions. Find out which are the most critical omnichannel capabilities to develop as well as its strategy and roadmap for the implementation plan.
Reimagine Growth: Execute on your customer journey strategyCleverTap
Execute on your customer journey strategy
Key Learnings:
-Build your 360-degree view of your customer lifecycle journey
-Create an omnichannel engagement strategy that’s cost-effective
-Reduce churn by engaging on at the right moments
MMA with Hansa Cequity launched a ‘Modern Marketer’s e-guide to Martech Maturity’ outlining martech maturity levels across sectors, understanding the current tools, the gaps with insights on the governance of martech stacks, and skilling best practices.
Modern Marketing: The Case of Microsoft USMicrosoft
What are the challenges facing CMO's today? Explore the opportunities in modern marketing, and get a close up view of how Microsoft US is embracing digital transformation.
Implementing A CRM Proposal PowerPoint Presentation SlidesSlideTeam
For obvious reasons, a business cannot survive without a loyal fanbase. Therefore, fostering strong business relationships with clients is critical to a successful business venture. The development of customer relationship management software and framework makes this reasonably easy. Every firm with long-term goals needs a CRM strategy. This creates ample scope for CRM professionals to create value. But due to business dynamics, many CRM organizations continue to face problems in maintaining a steady flow of customers. However, SlideTeam’s latest offering- Implementing A CRM Proposal PowerPoint Presentation Slides can turn the situation on its head. Employ our PowerPoint business proposal slideshow to close more deals, and manage customer relations effectively. This proposal kicks off with a gripping cover letter. The state-of-the-art design positions your brand in the minds of the target audience. Briefly explain the CRM problems of your customers, such as outdated technology or lack of talent. Showcase a gist of your Customer Relationship Management strategy and elucidate the positive effects on the customer experience. Our business proposal PowerPoint layout assists you in virtually presenting the core aspects of CRM implementation. Walk your audience through various key steps involved in the plan of action. Elaborate on weekly and monthly project timeframe chronologically with the help of a linear diagram enlisting milestones. Portray the cost structure of CRM implementation as per various features. Represent a pricing list for common, unique, and new CRM system features. Our PowerPoint layout innovators have included a highly professional company intro. Easily personalize the details to reproduce the corporate identity of your firm, virtually. You may showcase details like firm background, vision, and the responsibilities you will undertake as a part of the deal. Introduce your clients to the key staff and members involved in the project. End the proposal with max impact by including what your past customers think about your company. Give a glimpse of your proficiency via a case study. Further, get access to an implementation agreement contact by hitting the download icon. Begin instant customization now. https://bit.ly/37NdN7A
How to Succeed Across Channels with Omnichannel MarketingTinuiti
Scaling your Direct-to-Consumer (D2C) brand requires an ever-growing toolbox, which includes first-party data, lifecycle tools like SMS messaging and loyalty programs, buttoned-up fulfillment and omnichannel marketing strategies, and a keen understanding of ecommerce trends.
The good news? Our subject matter experts, plus experts from across the industry, shared all the knowledge you need to grow and scale your D2C business in 2022.
The Art of the Possible: Designing an Omni-channel Strategy OptusBusiness
Dr Catriona Wallace - Customer Experience Specialist
The current convergence and integration of customer experience channels and the increasing sophistication and use of multi-media channels and devices by consumers means the consumer landscape is changing rapidly.
Today, organisations are seeking to gain competitive advantage by creating a continually improving customer experience to improve loyalty and potentially reduce operational costs.
In this session Catriona will outline a company-wide approach to the design and development of an omni-channel customer experience strategy discussing the use of co-creation and design thinking techniques, big data analytics and modelling. Catriona will also explore the impact of this approach on an organisations culture and the importance of having a technology roadmap for the future.
Cross-channel User Engagement and How Tokopedia Does It RightMoEngage Inc.
Tokopedia, founded in 2009 is a unicorn company and is Indonesia's largest online marketplace with a user base of over 75 million+ active users. Learn here how Tokopedia streamlined Cross-channel user engagement and improved first-month user retention by 60%.
Technology Vision 2022: Communications Industry | Accentureaccenture
Accenture's Technology Vision 2022 for the Communications industry details the key building blocks of the Metaverse Continuum that every CSP needs to know. accntu.re/3l8fmT8
What is a Go-to-Market Strategy & How to Create OneCompellingPM
We often hear other PMs and executives say the word Go-to-Market Strategy and everyone nods their heads as if they know exactly what the other person really meant. But the reality is that within any given organization, there are as many ideas of what Go-to-Market Strategy means as there are senior level executives. And when Product Marketing is asked to develop a Go-to-Market Strategy, they are unlikely going to satisfy the expectations of all stakeholders because each one has a different expectation. In this webinar, we'll help you to create a common understanding of a Go-to-Market Strategy and what Product Marketing needs to do to effectively create one.
Key Takeaways from participating in this webinar:
- Develop a common definition for a Go-to-Market Strategy that can be shared with your organization
- Learn the seven elements that go into a complete Go-to-Market Strategy
- Understand the steps to creating your Go-to-Market Strategy
Companies that want to turn excellent customer experience into growth need to master Customer Journeys. Customer Journeys (the set of interactions a customer has with a brand to complete a task) and less moments of truth are what matter for a customer. Companies that master not only see an improvement in customer experience, loyalty, and operational productivity; they also see above-market growth.
MMA with Hansa Cequity launched a ‘Modern Marketer’s e-guide to Martech Maturity’ outlining martech maturity levels across sectors, understanding the current tools, the gaps with insights on the governance of martech stacks, and skilling best practices.
Modern Marketing: The Case of Microsoft USMicrosoft
What are the challenges facing CMO's today? Explore the opportunities in modern marketing, and get a close up view of how Microsoft US is embracing digital transformation.
Implementing A CRM Proposal PowerPoint Presentation SlidesSlideTeam
For obvious reasons, a business cannot survive without a loyal fanbase. Therefore, fostering strong business relationships with clients is critical to a successful business venture. The development of customer relationship management software and framework makes this reasonably easy. Every firm with long-term goals needs a CRM strategy. This creates ample scope for CRM professionals to create value. But due to business dynamics, many CRM organizations continue to face problems in maintaining a steady flow of customers. However, SlideTeam’s latest offering- Implementing A CRM Proposal PowerPoint Presentation Slides can turn the situation on its head. Employ our PowerPoint business proposal slideshow to close more deals, and manage customer relations effectively. This proposal kicks off with a gripping cover letter. The state-of-the-art design positions your brand in the minds of the target audience. Briefly explain the CRM problems of your customers, such as outdated technology or lack of talent. Showcase a gist of your Customer Relationship Management strategy and elucidate the positive effects on the customer experience. Our business proposal PowerPoint layout assists you in virtually presenting the core aspects of CRM implementation. Walk your audience through various key steps involved in the plan of action. Elaborate on weekly and monthly project timeframe chronologically with the help of a linear diagram enlisting milestones. Portray the cost structure of CRM implementation as per various features. Represent a pricing list for common, unique, and new CRM system features. Our PowerPoint layout innovators have included a highly professional company intro. Easily personalize the details to reproduce the corporate identity of your firm, virtually. You may showcase details like firm background, vision, and the responsibilities you will undertake as a part of the deal. Introduce your clients to the key staff and members involved in the project. End the proposal with max impact by including what your past customers think about your company. Give a glimpse of your proficiency via a case study. Further, get access to an implementation agreement contact by hitting the download icon. Begin instant customization now. https://bit.ly/37NdN7A
How to Succeed Across Channels with Omnichannel MarketingTinuiti
Scaling your Direct-to-Consumer (D2C) brand requires an ever-growing toolbox, which includes first-party data, lifecycle tools like SMS messaging and loyalty programs, buttoned-up fulfillment and omnichannel marketing strategies, and a keen understanding of ecommerce trends.
The good news? Our subject matter experts, plus experts from across the industry, shared all the knowledge you need to grow and scale your D2C business in 2022.
The Art of the Possible: Designing an Omni-channel Strategy OptusBusiness
Dr Catriona Wallace - Customer Experience Specialist
The current convergence and integration of customer experience channels and the increasing sophistication and use of multi-media channels and devices by consumers means the consumer landscape is changing rapidly.
Today, organisations are seeking to gain competitive advantage by creating a continually improving customer experience to improve loyalty and potentially reduce operational costs.
In this session Catriona will outline a company-wide approach to the design and development of an omni-channel customer experience strategy discussing the use of co-creation and design thinking techniques, big data analytics and modelling. Catriona will also explore the impact of this approach on an organisations culture and the importance of having a technology roadmap for the future.
Cross-channel User Engagement and How Tokopedia Does It RightMoEngage Inc.
Tokopedia, founded in 2009 is a unicorn company and is Indonesia's largest online marketplace with a user base of over 75 million+ active users. Learn here how Tokopedia streamlined Cross-channel user engagement and improved first-month user retention by 60%.
Technology Vision 2022: Communications Industry | Accentureaccenture
Accenture's Technology Vision 2022 for the Communications industry details the key building blocks of the Metaverse Continuum that every CSP needs to know. accntu.re/3l8fmT8
What is a Go-to-Market Strategy & How to Create OneCompellingPM
We often hear other PMs and executives say the word Go-to-Market Strategy and everyone nods their heads as if they know exactly what the other person really meant. But the reality is that within any given organization, there are as many ideas of what Go-to-Market Strategy means as there are senior level executives. And when Product Marketing is asked to develop a Go-to-Market Strategy, they are unlikely going to satisfy the expectations of all stakeholders because each one has a different expectation. In this webinar, we'll help you to create a common understanding of a Go-to-Market Strategy and what Product Marketing needs to do to effectively create one.
Key Takeaways from participating in this webinar:
- Develop a common definition for a Go-to-Market Strategy that can be shared with your organization
- Learn the seven elements that go into a complete Go-to-Market Strategy
- Understand the steps to creating your Go-to-Market Strategy
Companies that want to turn excellent customer experience into growth need to master Customer Journeys. Customer Journeys (the set of interactions a customer has with a brand to complete a task) and less moments of truth are what matter for a customer. Companies that master not only see an improvement in customer experience, loyalty, and operational productivity; they also see above-market growth.
Posterscope 2016 out of-home predictionsPosterscope
Outdoor advertising is evolving faster than ever before. Never before has new technology been driving such massive change, not only in how we display ads, but also in how we plan OOH campaigns. Here are Posterscope’s predictions for what 2016 holds in store for the out-of-home industry...
Canned Intelligence - Voice assistants in GermanyRené C.G. Arnold
Back in 2010, Siri, Apple’s voice assistant, was the first of today’s popular systems to be introduced. Amazon and Microsoft followed in 2014 with Alexa and Cortana respectively. In 2016, Google introduced Google Assistant. Samsung’s Bixby is the most recent major voice assistant and was introduced in 2017. Due to short product cycles and regular software updates, the five companies can draw on an enormous number of consumer devices that feature the respective voice assistants. The figures below refer to the number of devices available to consumers globally that enable them to use voice assistant software. But how many consumers in Germany have got a voice assistant at home? How many actually make use of it? And what are the prevalent usage patterns? All these questions are addressed in the present research brief. To this end, we conducted a survey of 3,184 consumers in Germany and 20 semi-structured interviews with individual consumers of whom 11 were using voice assistants.
Why Should Retailers Invest in Digital Voice Assistants?Colleen Rodericks
Voice is a strategic selling channel for retailers! It’s a platform that is undeniable – with huge user adoption across several age groups, high satisfaction ratings amongst users (65% said they can’t go back to a life without a smart speaker) and real stickiness (using it multiple times a day). It's projected to be a $3.5 billion dollar industry by 2021.
Why Should Retailers Invest in Digital Voice AssistantsTheAppLabb
Voice is a strategic selling channel for retailers! It’s a platform that is undeniable – with huge user adoption across several age groups, high satisfaction ratings amongst users (65% said they can’t go back to a life without a smart speaker) and real stickiness (using it multiple times a day). It's projected to be a $3.5 billion dollar industry by 2021.
Voice, as a method of communication with devices, opens many doors to the customer. The presence, convenience, and natural essence of voice-powered technology, opens a business up to far more opportunities to have a valuable impact on a customer.
COVID-19 heightened chronic challenges within the global healthcare industry. It became a catalyst amid fierce competition and tight regulations for health providers and payers to focus on digital health, cybersecurity, patient data transparency, and a variety of customer-centric and operational enhancements. As a result, we found the 2022 trendline pointing to improvements in access and quality of care.
Healthcare challenges such as optimizing the cost of care while simultaneously enabling personalized interventions and consumer-friendly shoppable services are long-standing − but, historically, the industry has been slow to react.
Read our Top Trends 2022 report to examine the lingering ramifications of the pandemic, responses from medical and insurance organizations, and the worldwide impact of ever-changing regulatory standards and mandates.
A combination of factors − the pandemic, catastrophic weather events, evolving policyholder expectations, and insurers’ drive for operational efficiency and future relevance − are sparking P&C industry changes.
In a post-COVID, new-normal environment, the most strategic insurers are building resilient, crisis-proof enterprises poised to take advantage of emerging and future business opportunities. They are leveraging advanced data analytics and novel technologies to assure agility and achieve positive revenue and customer satisfaction outcomes. Competitive advantage will hinge on accelerated digitalization and faster go-to-market. Therefore, win-win partnerships and embedded services with InsurTechs and other ecosystem players are critical.
Read Capgemini’s Top P&C Insurance Trends 2022 for a glimpse at the tactical and strategic initiatives carriers are undertaking to boost customer-centricity, product agility, intelligent processes, and an open ecosystem to ensure profitable growth and future-readiness.
This analysis provides an overview of the top trends in the commercial banking sector as they shift to technology high gear to boost client efficiency and battle a volatile, uncertain, competitive, and evolving landscape.
First, it was retail banking. Now, advanced technology is shifting to – and disrupting − the commercial banking space. Many commercial banks, known for paperwork, red tape, and branch dependency, were unprepared to support clients during their post-COVID-19 ramp-up. But now, the digital pivot to new mindsets, partnerships, and processes is in overdrive.
As commercial banks grapple with competition from FinTechs, BigTechs, and alternative lenders, their inability
to fulfill SME demands and pandemic after-shocks necessitates transformative process changes and a move
to experiential, sustainable, and inclusive banking models. We expect banks to strive to meet the demands
of corporate clients and SMEs by digitally transforming critical workflows and improving client experience.
Additionally, incremental process improvements in the middle and back-office that leverage intelligent
automation will keep the competition at bay because engaged clients are loyal.
Adopting newer methods to mine data and moving to as-a-Service models will prepare commercial banks
to flexibly respond to newcomers and find ways to co-exist through effective collaboration. The time has come for commercial banks to put transformation on the fast track as lending losses in wallet and market share could spill over to other functions!
How incumbents react and respond to 2022 trends could determine their relevancy and resiliency in the years ahead.
The Covid-19 pandemic necessitated the payments industry undergo a facelift, sparked by novel approaches from new-age players, fostered by industry consolidation, and customers’ demand for end-to-end experience. Crossing the threshold, the industry is entering a new era – Payments 4.X, where payments are embedded and invisible, and an enabling function to provide frictionless customer experience. As customers make a permanent shift to next-gen payment methods, Digital IDs are critical for a seamless payment experience. The B2B payments segment is witnessing rapid digitization. BigTechs, PayTechs, and industry newcomers are ready to jump in with newfangled solutions to help underserved small to medium-sized businesses (SMBs).
As incumbents struggle with profits, new-age firms are forging ahead to take the lead in the Payments 4.X era by riding the success of non-card products and services. The new era demands collaboration, platformification, and firms can unleash full market potential only by embracing API-based business models and open ecosystems. Data prowess and enhanced payment processing capabilities are inevitable to thrive ahead. The clock is ticking for banks and traditional payments firms because the competitive advantage is not guaranteed forever. As industry players seek economies of scale, consolidations loom, and non-banks explore new territories to threaten incumbents’ market share. While all these 2022 trends are at play, central bank digital currency (CBDC) is emerging globally and might open a new chapter in the current payments landscape.
As we slowly move out of the pandemic, financial services firms have learned the criticality of virtual engagement to business resilience. Wealth management firms will need capabilities to cater to new-age clients and deliver new-age services. This report aims to understand and analyze the top trends in the Wealth Management industry this year and beyond.
A year ago, our Top Trends in Wealth Management report emphasized how the pandemic sparked disruption and digital transformation and changing investor attitudes around Environmental, Social, and Corporate Governance (ESG) products. As we begin 2022, many of those trends continue to hold as COVID-19’s wide-reaching effects continue to influence the wealth management industry.
As wealth management (WM) firms supercharge their digital transformation journeys, investments in cybersecurity and human-centered design are becoming critical to building superior digital client experience (CX). Another holdover trend − sustainable investing – is gaining mainstream attention and generating increasingly sophisticated client demands. Data and analytics capabilities will become ever more essential for ESG scoring and personalized customer engagement. As large financial services firms refocus on their wealth management business while new digital players make industry strides, competition is becoming historically intense. Not surprisingly, client experience is the new battleground.
This analysis provides an overview of the top trends in the retail banking sector driven by the competition, digital transformation, and innovation led by retail banks exploring novel ways to create and retain value in evolving landscape.
COVID-19 caught banks off guard and shook legacy mindsets to the core. With 20/20 (2020) hindsight, firms are more aware, digitally resilient, and financially stable as they head into 2022. The trials of the past 18 months forced firms to shore up existing business and consider new models and revenue streams.
Customer-centricity remains at the top of most FS agendas and is a 2022 focal point. Banks will focus on achieving operational excellence as diligently as delivering superior CX. In 2022 and beyond, it will be paramount for FIs to explore and invest in new technologies to remain relevant and resilient.
Banking 4.X will arrive in full force in 2022 with platform-supported firms monetizing diverse ecosystem capabilities and aggressively harvesting data to create experiential customer journeys through intelligent and personalized engagements. The new era will compel future-focused banks to finally abandon legacy infrastructure and collaborate with third-party specialists to solidify their best-fit, long-term roles. Increasingly, open platforms will make banks invisible as banking becomes embedded into customer lifestyles. At the same time, banks will shed asset-heavy models and shift to the cloud for greater agility, speed to market, and faster innovation. The shift will act as a precursor to adopting new technologies on the horizon – 5G and Decentralized Finance.
The recent past was filled will extraordinary lessons for financial institutions. Now is the time to act on those learnings and move forward profitably.
While COVID-19 has sparked the demand for life insurance, it has also exposed the operating model vulnerabilities in distribution, servicing, and customer retention. In a post-COVID, new-normal environment, insurers need to enhance their capabilities around advanced data management and focus on seamless and secure data sharing to provide superior CX and hyper-personalized offerings. Accelerated digitalization and faster go-to-market are vital to remaining competitive, and win-win partnerships with ecosystems are critical in the journey.
Read our Top Life Insurance Trends 2022 to explore the tactical and strategic initiatives carriers undertake to acquire competencies around customer centricity, product agility, intelligent processes, and an open ecosystem to ensure profitable growth and future readiness.
Property & Casualty Insurance Top Trends 2021Capgemini
The Property & Casualty insurance landscape is evolving quickly with the changing risk landscape, entry of new players, and changing customer expectations. The ripple effects of COVID-19 on the P&C insurance industry and natural disasters such as forest fires have adversely impacted insurance firm books.
In this scenario, to ensure growth and future-readiness, the most strategic insurers strive to be ‘Inventive Insurers’ – assuming a customer-centric approach, deploying intelligent processes, practicing business resilience and go-to-market agility, and embracing an open ecosystem.
Read our Property & Casualty Insurance Top Trends 2021 report to explore the strategies insurers are adapting to remain competitive amidst the evolving business landscape and how they can explore new ways to enhance their profitability.
A combination of factors such as demographic changes, evolving consumer preferences, and desire to become operationally efficient were already spurring changes in the life insurance industry. Enter 2020 – the COVID-19 pandemic is having a significant impact on the industry.
At the peak of disruption, the focus was on ensuring business continuity, but new initiatives are cropping up to tackle the challenges as the industry is adapting to the new normal.
Furthermore, COVID-19 has acted as a catalyst, pushing life insurers to prioritize their efforts on improving customer centricity, developing go-to-market agility, making processes intelligent, building business resilience, and embracing the open ecosystem.
Read our Life Insurance Top Trends 2021 report to explore the strategies insurers are adopting to manage the changing market dynamics.
The uncertainty of 2020 is setting the global tone for the immediate future in the financial services industry. So it is no surprise banks are laser-focused on business resilience, emphasizing both financial and operational risks. The need to adapt quickly to new normal conditions through virtual customer engagement is clear.
Customer centricity continues to drive commercial banks’ solution designs. And, the pandemic compelled products that deliver immediate client value ‒ quick digital onboarding, seamless lending, and support for small and medium-sized enterprises (SMEs). The onus is now on banks to go to market more quickly, which requires the implementation of intelligent processes and integrating corporates’ enterprise resource planning (ERP) systems with banking workflows.
To achieve go-to-market agility, banks across the globe are investing in and collaborating with FinTechs. Many of these partnerships are focused on boosting digital lending and providing seamless support to anxious small-business clients in need of assurance.
With newfound impetus for FinTech collaboration, commercial banks have picked up their step on the path toward OpenX. COVID-19 made it evident that survival during turbulence is manageable through collaboration with ecosystem players.
Read our Top Trends in Commercial Banking 2021 report to explore the strategies banks are adapting to transform their businesses from a product-led, siloed model to an experiential and agile plan.
When we published the Top Trends in Wealth Management 2020, little did we foresee the pandemic that would sweep through the world and disrupt life as we knew it. Yet, when we reviewed last year’s trends, we found that many still hold and some have taken on even greater relevance. One such trend is sustainable investing, which had begun to gain prominence as investors became more aware of ESG considerations, and firms rolled out more sustainable investing offerings. Another trend that has accelerated in the post-COVID world is the importance of investing in omnichannel capabilities and technologies such as artificial intelligence (AI) to enhance personalization and advisor effectiveness. The pandemic has driven wealth management firms to accelerate their digital transformation journey, with some immediate focus areas being interactive client communications and digital advisor tools.
There is no denying that time is of the essence. Yes, budgets are tight, but the Open X ecosystem offers wealth management firms opportunities to reimagine their operating models and deliver excellent customer experience cost-effectively.
Top trends in Payments: 2020 highlighted the payments industry’s flux driven by new trends in technology adoption, innovative solutions, and changing consumer behavior. The pandemic has tested the digital mastery of players, who are already grappling with transition. Non-cash transactions are on a robust growth path, accelerated by increased adoption during COVID-19. Regulators are working to instill trust and address non-cash payments risk amid unparalleled growth as players collaborate to quell uncertainty. Regional initiatives, such as the P27 (Nordics real-time payments system) and the EPI (European Payments Initiative), are gaining traction in response to country-level fragmentation and competition.
Investment in emerging technologies is looked upon as an elixir to mitigate fraud, data-driven offerings are being considered for providing value-added propositions, and distributed ledger technology is in focus for digital currency solutions, efficiency enhancement, and cost gains. New players, such as retailers/merchants, are integrating payments into their value chains while technology giants are upscaling their financial services game by weaving offerings around payments as a center stage. Constrained by budgets, firms consider business models such as Platform-as-a-Service (PaaS) to provide cost-effective and superior customer experience.
A combination of factors, including demographic changes, evolving consumer preferences, and regulatory and compliance mandates, were already spurring change in the health insurance industry. Enter 2020 and the COVID-19 pandemic, which is having sweeping implications for the industry.
At the peak of disruption, the focus was on ensuring business continuity, but new initiatives are cropping up to tackle the challenges as the industry adapts to the new normal.
Furthermore, some changes are here to stay, and it will be prudent for the industry players to be resilient to the market shifts by being agile, improving member centricity, making processes intelligent, and embracing the open ecosystem.
Read our Health Insurance Top Trends 2021 report to explore the strategies insurers are adopting to manage the external pressures.
The banking industry’s resilience is being tested as banks navigate through a remarkable 2020 filled with uncertainties. The impact of COVID-19 has been about setting the tone for future operational models. Retail banks have shifted focus towards integrated risk management with a more holistic view of operational risks. Adapting to the new normal, banks have prioritized cost transformation while engaging customers virtually. Incumbents sought to be more responsible within fast-changing environmental conditions and ESG remained a critical focus.
To provide more experiential services, banks are leveraging techniques such as segment-of-one to hyper-personalize offerings while aiming to humanize digital channels for increased engagement. Banks are also revamping middle and back offices, going beyond the front end leveraging intelligent processes. Open X is enabling banks to play on their strengths and use the expertise of ecosystem players. Going forward, banks are poised to become an enhanced one-stop shop by providing consumers value-adding FS and non-FS experiences.
To acquire customers in cost-effective manner, retail banks are tapping value-based propositions ‒ such as POS financing and mortgage refinancing. Further, Banking-as-Service provides incumbents a way to provide their high-value offerings to other players. In preparation for the future, banks will be looking to improve their go-to-market agility by leveraging the benefits of cloud. This analysis outlines the top 10 trends in retail banking for 2021.
Explore how Capgemini’s Connected autonomous planning fine-tunes Consumer Products Company’s operations for manufacturing, transport, procurement, and virtually every other aspect of the supply-value network in a touchless, autonomous way.
Financial services is undergoing a paradigm shift that is forcing incumbent retail banks to rethink growth strategies as they struggle to remain relevant. Growing competition from BigTechs, FinTech firms, and challenger banks has added to the complexity created by increasingly stringent regulatory and compliance requirements. Customers now expect a seamless customer journey and personalized offerings because they have become accustomed to top-notch individualized service from GAFA giants Google, Apple, Facebook, and Amazon. The changing ecosystem offers established banks new, unexplored opportunities and encourages a transition beyond traditional products to meet the exacting requirements of today’s customers. Bank collaboration with FinTech and RegTech partners is becoming commonplace. Incumbents are exploring point-of-sale financing and unsecured consumer lending, while they also boost their digital channel competencies to reach a broader customer base. Banks are beginning to accept open APIs and are working with third-party specialists to create an open shared marketplace. Technological advancements such as AI are fueling efforts to evolve customer onboarding and touchpoint processes. Increasingly, banks are turning to design thinking methodology to understand the customer journey, extract deep insights, and develop a more refined user experience across the customer lifecycle.
Our analysis of the top retail banking trends for 2020 offers a glimpse into the fast-changing banking ecosystem and explores the tools and solutions being used to face new-age challenges.
Aspects of the life insurance industry have remained constant for years – and so have premiums. Traditional savings products have taken a huge hit in terms of attractiveness because low interest-rates prevail. Meanwhile, the risk landscape is shifting, and insurers need to align better with the emerging business environment, manage changing customer preferences, and improve operational efficiencies. Within today’s scenario, industry players are undertaking tactical and strategic shifts in attempts to manage unpredictable market dynamics. Insurers must develop alternative products to breathe new life into policies and leverage emerging technologies (artificial intelligence (AI), analytics, and blockchain) to improve efficiency, agility, flexibility, and customer-centricity.
Read Top Trends in Life Insurance: 2020 for a look at the innovative steps future-focused insurers are considering to meet industry challenges and opportunities.
The health insurance industry is evolving and undergoing significant changes. As the risk landscape shifts, insurers are working to improve operational efficiencies, meet evolving customer preferences, and align better with the changing business environment. Accordingly, payers must adapt and align business models and offerings. An incisive tactical approach is required to accommodate members’ needs and related emerging risks — medical, health, and environmental. Advanced technologies such as artificial intelligence, analytics, automation, and connected devices are enabling insurers to manage these changes proactively, partner with members, and help to prevent risks, all the while continuing to fulfill payer responsibilities.
Read Top Trends in Health Insurance: 2020 to learn which strategies insurers are adopting to navigate and align with today’s challenges.
Similar to other financial services domains, payments is evolving into an open ecosystem. The EU’s Payment Services Directive (PSD2) pioneered open banking by encouraging banks and established payments players to securely open the systems to foster competition, innovation, and more customer choices. In tandem with non-cash transaction growth, regulations are driving banks and payments firms to expand their array of payment methods and channels. Governments are encouraging financial inclusion by also promoting the adoption of non-cash payments. Increasingly, merchants and corporates seek to offer alternative payment systems because of widespread popularity among consumers. Alternative payments also enable merchants to provide real-time and cross-border payments to boost business efficiency.
Banks, payment firms, card firms, BigTechs, FinTechs, and other players are continuously developing new technology to cash in on market changes. However, data breaches and fraud continue to hinder innovation as firms devote countless resources each year to address security issues. Many governments are also designing new regulations to reduce ecosystem threats. All these measures are expected to make the current ecosystem much more secure and simple for players as well as customers.
Top Trends in Payments: 2020 explores and analyzes payments ecosystem initiatives and solutions for this year and beyond
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
Le nuove frontiere dell'AI nell'RPA con UiPath Autopilot™UiPathCommunity
In questo evento online gratuito, organizzato dalla Community Italiana di UiPath, potrai esplorare le nuove funzionalità di Autopilot, il tool che integra l'Intelligenza Artificiale nei processi di sviluppo e utilizzo delle Automazioni.
📕 Vedremo insieme alcuni esempi dell'utilizzo di Autopilot in diversi tool della Suite UiPath:
Autopilot per Studio Web
Autopilot per Studio
Autopilot per Apps
Clipboard AI
GenAI applicata alla Document Understanding
👨🏫👨💻 Speakers:
Stefano Negro, UiPath MVPx3, RPA Tech Lead @ BSP Consultant
Flavio Martinelli, UiPath MVP 2023, Technical Account Manager @UiPath
Andrei Tasca, RPA Solutions Team Lead @NTT Data
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
State of ICS and IoT Cyber Threat Landscape Report 2024 preview
Conversational Commerce: Why Consumers Are Embracing Voice Assistants
1. By Capgemini Digital Transformation Institute
Digital
Transformation
Institute
Conversational Commerce
Why Consumers Are Embracing Voice Assistants
in Their Lives
2. Introduction
Conversational Commerce, consumer purchase of products
and services via voice assistants such as Google Assistant,
Amazon’s Alexa, and Apple’s Siri, will revolutionize how
consumers and brands interact in ways not witnessed since the
dawn of e-Commerce. It is so much more than a new interface
or an additional channel in an omni-channel world. It promises
to be a curator of services and experiences that intelligently
meet needs and engage consumers emotionally—anytime,
anywhere.
We are still at the very beginnings of Conversational
Commerce, but the extraordinarily rapid early adoption will
drive investment and innovation, consequently enabling an
entirely new way for brands to build relationships of value
with consumers. These relationships will seamlessly extend
across consumers’ relationship lifecycle with brands—from
marketing to sales and service—creating an entirely new,
more instinctive way for consumers to engage with brands.
As the number and variety of devices supporting voice-based
applications grows, the consumer will be connected in a
multitude of locations—at home, on the go, and in the store.
This ubiquity of connection will allow retailers specifically to
extend the relationships they have with consumers beyond
the four walls of their stores—we call this boundary-less
commerce. The very nature of a dialog between a consumer
and a brand will create a rich source of information and
insight—insight that allows for heightened contextual
understanding and empathy on the part of brands, presenting
an unparalleled opportunity to develop relevancy, trust, and
emotion-based connections with consumers. Brands can use
this new-found customer intimacy to drive brand preference
and affiliation, the highest form of loyalty.
As you will see in this report from the Digital Transformation
Institute and in the companion point-of-view document
created by Capgemini in partnership with the MIT and Intel,1
consumers are ready and eager to interact in this way. They
are ready to engage with and share information with the
brands that offer them value in return. There are, of course,
questions and concerns, and the brands that succeed will be
those who both reassure and deliver the anticipated value to
their consumers.
The past year has been decisive for Conversational Commerce.
While previously restricted to chatbots accessed via messaging
apps for shopping, the definition of Conversational Commerce
has significantly expanded with the arrival of voice-based
personal assistants.2
As Figure 1 shows, 2017 saw a range of
key developments that have stirred consumer and business
interest (see Figure 1).
• More than forty large retailers, such as Walmart, Target,
Costco, Walgreens, and Home Depot, have partnered with
Google to introduce voice-based shopping to consumers via
Google Express.3
Google has coupled this effort by adding
support to enable Google Home4
users to place voice-
activated orders for select stores.5
• Several smart speakers enabled by voice assistants have
launched or expanded their portfolios. Recently, Amazon
launched a new generation of devices as part of its “Echo”
line, which now offer improved conversational facility,
better memory, improved voice recognition, and an
experience that is more akin to natural human interactions.6
Shortly thereafter, Google launched new Google Home
devices.7
These capitalize on Google’s search advantage,
and tie in multiple Google accounts, to offer users a more
synchronized experience.8
Moreover, voice assistants are
being made available in more and more devices. BMW
announced that Alexa will be available in its 2018 model
year cars starting mid-2018.9
Earlier in 2017, Google added
its virtual assistant to Android wear watches.10
• The technology and functionality of voice assistants are
going from strength to strength. Amazon’s Echo has app-
based skills that provide users with support in areas ranging
from home automation to health and fitness, and as of
September 2017, there were more than 20,000 of these
2 Conversational Commerce
3. skills,11
with 40% of them added in just a three-month spell
between June and August 2017.12
Google’s voice recognition
accuracy has surpassed human levels. Microsoft’s speech
recognition tech matched the accuracy of a group of human
transcribers, beating its own previous record.
These advances, coupled with increasing consumer appetite
for voice devices, points to a clear opportunity for brands and
retailers. To understand consumer interest in Conversational
Commerce in detail, and its implications for businesses,
we conducted a survey of over 5,000 consumers. We also
undertook focus group discussions with consumers in the US,
the UK, France, and Germany, examining their Conversational
Commerce interactions, their preferences, and their
expectations. The research methodology at the end of the
report provides more details on our approach.
Our research findings show that voice assistants are on the
cusp of transforming commerce. In this research, we:
1. Outline why voice assistants are about to revolutionize
commerce, based on the functions, use frequency and
context in which consumers like to use voice assistants
2. Analyze why consumers love voice assistants, depending
on their needs and preferences
3. Ascertain the concrete benefits of Conversational
Commerce for retailers, consumer products, and services
organizations
4. Recommend an action plan for organizations to devise a
sound Conversational Commerce strategy.
Figure 1. Advances in voice recognition have fueled growth in voice assistants and their commercial applications
Source: Amazon, Google, Microsoft, Apple, and other company websites and press releases. Kleiner Perkins, Internet Trends 2017, May 2017.
Google voice recognition data as of 5/17/17 and refers to recognition accuracy for English language.
Wordaccuracyrate(%)
Google voice
recognition accuracy
2013-17
Human accuracy
threshold
100%
95%
90%
80%
2013 2014 2015 2016 2017
Dec. 2016:
Amazon Alexa devices
become the best-selling
products across all
categories on
Amazon.com during the
holiday season
June 2017:
Apple Siri
available on
375 million
devices
Sep 2017:
Alexa Skills
cross
20,000
mark in US
Nov. 2014:
Amazon
launches
Amazon Echo
for Prime
subscribers
Jul. 2016:
Amazon
launches voice
ordering via
Amazon Echo
for Prime
products
2017: Retailers
foray into voice
ordering—Walmart,
Target, Sephora,
Ocado, Costco,
Walgreens,
Petsmart, among
many others
Oct. 2017:
Amazon and
Google launch
new classes of
smart speakers
and extend
them to new
geographies
June 2014:
Domino’s launches
voice ordering via
its mobile apps
May. 2016:
Google Home
launches,
powered by
Google
Assistant
3
4. Voice assistants are about to
revolutionize commerce
Voice assistants will become a dominant mode of consumer interaction in three years
Our research found that consumers see a future where they
will be increasingly willing to use voice assistants instead of
websites or physical shops. Today, around a quarter (24%)
say they would use a voice assistant rather than a website.
However, three years from now, that rises to 40% (see Figure
2). And close to a third (31%) would prefer to use a voice
assistant instead of visiting a shop or a bank branch in the
future, compared to 20% today.
Figure 2. Consumers are developing a strong preference for interacting with companies via voice assistants
Source: Capgemini Digital Transformation Institute, Conversational
Commerce Survey, October–November 2017, N = 5,041 consumers in
the US, UK, France, and Germany.
24%
20%
40%
31%
Today Three years from now
I will use a voice assistant instead of a mobile app or
a website (Company websites or apps, Amazon)
I will use a voice assistant instead of visiting a shop
or a bank branch
Share of consumers who would prefer voice assistants over apps or physical retail stores
40%
Consumers who will use a voice
assistant instead of a mobile app or
a website, three years from now
4 Conversational Commerce
5. As Figure 3 shows, a majority of consumers (51%) are already
users of voice assistants, and interacting with voice assistants
via smartphones (81%) is the dominant mode of use. Twenty-
one percent of consumers have been using voice assistants
from devices other than phones or smart speakers. It is evident
that voice assistants are likely to be used for commerce
through devices other than phones or smart speakers in the
future.
Consumers are already using voice assistants for making purchases
Figure 3. Majority of consumers already use voice assistants
Source: Capgemini Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the US, UK, France, and Germany.
We define users of voice assistants as those respondents who have used voice assistants at least once in any form—via smartphones, smart
speakers, screen-based, and other devices enabled with voice assistants (not smartphones); everyone else is termed a non-user.
Users (N = 2,558)
All consumers
(N = 5,041)
Users
Non-users
Voice assistant user base Mode of Usage
Used it via a smartphone (e.g.,
Siri, Cortana, Google Assistant)
Used it via a smart speaker (e.g.,
Amazon Echo/Google home)
that I own
Used it via screen based device
(not phones) (e.g., Amazon Echo
Show/Amazon Fire TV)
Used it via a smart speaker
that I do not own
Others
81%
25%
21%
7%
3%
49%
51%
81%
Users of voice assistants
who have used them
via smartphones
5
6. Users have adopted voice assistants for a variety of functions.
More than four in five consumers have used voice assistants
for seeking information (82%) and two in three have used
them for playing music (67%). Usage has also extended to
commerce-related activities.13
Over a third (35%) have bought
products like groceries, homecare, and clothes (see Figure 4).
Figure 4. Users of voice assistants have already been adopting them for making purchases
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
82%
67%
36%
35%
34%
28%
28%
31%
Level of usage across a variety of functions
Playing music or streaming videos
Accessing customer service/support for a brand
Bought products (groceries/home care/clothes)
Ordered a meal
Made a payment/sent money
Booked an Uber or any taxi service
Controlling smart home devices
Consumer Products & Retail
Services
Do it regularly or have done it a few times
Seeking information—news, weather, recipes, appointments,
relationship advice, offers
35%
Users who have bought products such as
groceries and clothes via voice assistants
6 Conversational Commerce
7. Our research shows developments in a number of areas:
Product purchases
Users also shared the product categories they would be most
interested in. More than half (52%) would be interested in
buying electronics via voice assistants, with significant interest
also shown in areas such as clothing, groceries, and home
furnishings (see Figure 5).
These existing and potential behaviors tie in with some of the
advances already made by retailers and brands to launch voice
shopping via partnerships with tech platforms like Google
Assistant and Amazon’s Alexa:
• Walmart partnered with Google to provide highly
personalized voice shopping. It recently launched its voice
platform to allow consumers to shop more than two million
Walmart items through voice.14
• The French cosmetics retailer, Sephora, recently launched
its app on Google Assistant, Google’s voice-activated virtual
personal assistant.15
The assistant allows consumers to book
beauty services, with more functions soon to come.
• Ocado became the first British retailer to launch voice
ordering capability on Amazon Alexa in August 2017.16
Using
this Alexa Skill, customers can also add products to an
existing order and seek information on in-season products
and how to use them in recipes.
Figure 5. Users’ interest in using voice assistants for purchase is high across most product and service categories
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
Level of interest in using voice assistants for purchasing the following
52%
49%
46% 45% 45%
41%
56% 54%
44%
Electronics Other
specialty
products (e.g.,
books, pet
supplies, etc.)
Clothing Groceries,
food and
beverages
Personal
care
Ordering
meals
Consumer Products & Retail Services
Home
furnishings
and
household
care
Other
specialty
services
(booking a
taxi, music)
Banking
(sending
money to
people,
paying
credit
card bills)
56%
Users who are interested in
ordering meals from restaurants
using voice assistants
7
8. Services—Meal and restaurant ordering
We saw earlier how over a third of users (34%) have already
ordered a meal using a voice assistant. As Figure 5 also shows,
this behavior is set to increase, with a majority of consumers
(56%) saying they would be interested in making restaurant
orders through voice assistants. Major pizza take-away
pioneer, Domino’s, has been an innovator in this field. As early
as 2014, Domino’s Pizza launched voice ordering via its iPhone
and Android apps.17
The in-app voice assistant, Dom, can take
users’ order for carryout or delivery, handle saved orders,
suggest additions to a meal, and find coupons for the best
deals.18
Others are developing their own innovations. Early in
2017, Starbucks launched voice ordering capabilities via mobile
app and a reorder skill on Amazon’s Alexa platform. Users can
simply say: “Alexa, order my Starbucks” to order their usual
items.19
Services—Banking and Insurance
Our research showed that 28% users have already used a
voice assistant to make a payment or send money, and we
found interest in this area increasing, with 44% expressing an
interest in using voice assistants for bank transactions (see
Figure 5). Capital One has been a pioneer in adopting voice in
the financial services sector. It has launched an Amazon Alexa
Skill to allow consumers to access their account information
and even pay their credit card bill simply by using voice
commands.20
A large insurance provider in Europe, a Capgemini client,
implemented a voice assistant to help its customers 24/7 on
all channels (telephone, apps, chat among others). The voice
assistant used natural language to converse with users and
provided them with fast, accurate and personalized answers
in addition to anticipating their needs. This not only enhanced
customer experience but also improved operational efficiency
for customer service representatives by allowing them to
focus on more value-added requests and pre-qualify some of
customers’ demands through an exchange made by the voice
assistant in advance.
44%
Users who are interested in
using voice assistants for making
banking transactions
8 Conversational Commerce
9. Our research confirms that consumer interest in using voice
assistants for purchase will strengthen. In three years’ time,
active users of voice assistants expect 18% of their total
expenditure to take place via voice assistant, a sixfold increase
from today (see Figure 6). Even non-users—those who do not
use voice assistants today and hence do not spend anything
via voice assistants—expect to devote as much as 7% of their
total spending via voice assistants on average.
Consumers will be voting with their wallets in favor of voice assistants over other channels
Figure 6. Spending via voice assistants is expected to grow as much as sixfold in three years for users of
voices assistants
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
3%
38%
59%
18%
37%
29%
71%
45%
7%
31%
62%
Today Three years from now Today Three years from now
Voice assistant users Non-users
Physical stores Website/apps Voice assistants
Change in spending mix between physical stores, websites/apps, and
voice assistants, today and three years from now
6X
The increase in share of users’ spending via voice
assistants amongst spending via all channels
9
10. • 82% users say fast and accurate replies are the most
compelling feature that influences the use of voice
assistants.
• More than two-thirds (69%) prefer using voice assistants in
their living rooms, while only 32% of users are comfortable
using voice assistants around unfamiliar people, suggesting
there is a shyness among users to engage in dialog in public.
• Safety and security of their personal data is of most value to
them in their interactions with voice assistants.
• Close to one in five have an annual pre-tax household
income of more than $100K.
• The largest category of users falls in the age bracket of
33–45 years.
Profiling voice assistant users
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
Pre-tax annual household income
12%Less than $20,000
9%$100,000–$139,999
8%$140,000 or more
28%$60,000–$99,999
42%$20,000–$59,999
Age Group
28%
6%
25%
16%
18–21
22–32
33–45
46–60
61+
25%
Do friends and family
come to you for assistance
and advice when it comes
to technology?
33%
47%
21%
Yes,
every
time
A few
times
Rarely/
never
Top three criteria that add value
• Safety and security of data (71%)
• Saving money through deals, promotions (68%)
• Saving time in the overall purchase process (64%)
Preferred location for interaction Preferred social setting
Fast and
accurate replies
Understanding
diction and accent
Relevancy of
recommendations
82%
81%
75%
Top three features compelling the use of voice assistants
• Living room, 69%
• Kitchen, 61%
• With close friends or family, 50%
• “When I am alone," 46%
10 Conversational Commerce
11. As our voice assistant user profile displays, there is a great
opportunity to engage in a dialog when the consumer feels
comfortable and feels at “home.” Conversational Commerce
can extend the relationship between the retailer and the
consumer beyond the store since the majority of users prefer
their home for interacting with voice assistants, but it can also
be used to enhance the relationship in the store.
In the future, over a third of consumers would be willing
to replace customer support or shop sales support with a
personalized voice assistant (see Figure 7) in order to enhance
their in-store experience. Consumers’ common complaint with
today’s interactions is that they are slow and inconvenient. As
a US consumer in one of our focus group discussions told us:
“I think if I had a choice, I would use a voice assistant. It would
be faster and less stressful. I have had some really hard time
sometimes with customer support. I think the voice assistants
could take away a lot of stress and headache.” The idea of
interacting with voice assistants instead of salespeople also
resonated with some consumers in the UK, with one telling us:
“If I need to locate something in the shop, I would rather have
a voice assistant help me find it than find a salesperson.”
Conversational Commerce can be used to enhance the relationship
between the retailer and consumer in the store
Figure 7. Share of respondents who would replace human interactions with a personalized voice assistant today, and
three years from now
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany, ranked by difference between three years from now and today.
26%
38%
I will replace the following human interactions for a personalized voice assistant experience:
24%
35%
20%
29%
18%
28%
19%
27%
Customer support/
call centers
Salespersons
in store
Check-out counter Tele-bankers/
tele-callers
Today Three years from now
Relationship managers
(banking)
11
12. Why consumers love voice
assistants
Users are satisfied with their voice interactions
Consumers who use voice assistants are very positive about
the customer experience. As Figure 8 shows, they are positive
about activities, from making payments to buying groceries.
Overall, 71% of users are satisfied, and when we segment that
satisfaction score by device, smartphones score highest.
This sentiment is echoed in our focus group discussions:
• “There are no restrictions with the time and places for
use—that is the wonderful thing about voice assistants. I
haven’t made any purchases yet, but I intend to. I regard it as
a very friendly tool. I currently use them to find train times
and do research for my work.”
—UK focus group participant
• “I started using Alexa because I need to use a medical device
four times a day and I would set reminders on it. Now, I also
make purchases through Alexa, and it is rapidly learning new
things with time.”
—US focus group participant
• “The other day I was in Cologne for a job interview, and it
was easier to just talk into the cell phone and ask where to
go instead of looking at street names.”
—German focus group participant
Figure 8. More than four in five users are satisfied with their voice assistant experience for purchase-related activities
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
Level of satisfaction for users who use the following activities regularly or a few times
Satisfied with the experience
Made a
payment/sent money
(N = 727)
87%
Ordered a meal
(N = 876)
87%
Bought products
(groceries/home
care/ clothes)
(N = 885)
86%
Booked an
Uber or a cab
(N = 713)
83%
12 Conversational Commerce
13. Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
Smartphones lead in user satisfaction for use of voice assistants
71%
46%
61%
44%
User satisfaction with voice assistants
Users satisfied with at least one mode of using
voice assistants
Users satisfied with using voice assistants
via smartphones
Users satisfied with using voice-based
speakers or devices
Users satisfied with using voice and screen-based voice
assistants (not phones)
13
14. Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
Figure 9. Convenience and ability to multi-task top the list of reasons for preferring voice assistants over websites
and apps
Consumers like the convenience, speed, and the ability to multi-task
Convenience (52%) and ability to do things hands free (48%)
are the two biggest reasons for preferring voice assistants
over mobile apps/websites (see Figure 9). As we heard during
the focus groups:
• “The biggest thing for me about voice assistants is to be
able to do what I want to do hands off, like if I am cooking.
In such situations I don’t want to touch the phone or the
tablet and would just like to use the voice assistant for
convenience.”
—US focus group participant
• “With two kids and a life that’s going so fast, I think it would
save a lot of time to automate daily chores. For example,
during driving, checking maps, or finding a parking space
would be much more practical.”
—French focus group participant
I would prefer a voice assistant over a website or an app because:
52%
48%
41% 41%
38% 38%
37% 35%
It is more
convenient
It allows
me to
multi-task
and do
things
hands free
It helps me
automate
my routine
shopping
tasks
It feels
more
personalized
to my needs
It provides
better deals/
offers
My data
is more
secure
It feels
like a
more
natural
way to
interact
It feels
more like
speaking
to a real
person
41%
Consumers who would prefer a voice assistant over a
website or an app because it helps them automate their
routine shopping tasks
14 Conversational Commerce
15. The fact that voice assistants are faster (49%) and more
convenient (47%) are the major reasons for preferring them
over physical stores (see Figure 10). This was confirmed in the
focus groups:
• “I would rather interact with the voice assistant, especially
while making purchase orders. It would just make it more
accurate, because with humans, they could write it down
wrong or get the quantity incorrect or other factors.”
—US focus group participant
• A UK consumer outlining the convenience advantages for
repeat purchases said: “When I am ordering my usual coffee
at Starbucks, I would rather go with a voice assistant. It
saves time and effort on my part. But if I am going to the
bank, I would like a person to help me, because there could
be greater complexity.”
Figure 10. Speed and convenience top the list of reasons for preferring voice assistants over human interactions
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
Reason I prefer voice assistant over human interactions in shops/call centers:
49% 47%
41% 40% 39% 38% 38% 38%
32%
It is
faster
It is
more
convenient
It provides
greater
choice
It is
better
able to
understand
my concerns
It provides
better
quality
customer
service
It helps me
automate
my routine
shopping
tasks
It helps
me avoid
interacting
with a
sales/
service
representative
It seems
like a
smarter
way to
shop
It feels
as real as
speaking
to a
human
being
49%
Consumers who would prefer
voice assistants over human
interactions in shops/call centers
because it is faster
15
16. Voice assistants’ understanding of context is very compelling to users
In human interaction, context plays a crucial role. As voice
assistants start to imitate human discourse, we as consumers
will expect them not just to understand the subject, but
recognize and respond to our social setting. As a UK focus
group consumer said: “It depends on the context. I would be
happy to use voice assistants for retail because they wouldn’t
try to hard sell (or I hope they wouldn’t). But I would much
rather have a human contact for something like a pharmacy.”
More than two-thirds of users would prefer voices assistants
to have features that display an understanding of context,
such as understanding different accents and providing
relevant recommendations that are personalized to the
specific user (see Figure 11).
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
Figure 11. More than two-third of users value voice assistants’ understanding of their context
Features that will make voice assistants more compelling to use
81%
75%
75%
66%
66%
60%
They should understand my diction and accent
They should provide relevant recommendations
They should be able to hold a sensible conversation
They should be able to personalize the experience for me
They should be able to contribute more to a conversation
e.g., volunteer with additional relevant information
They should be able to anticipate my needs
81%
Consumers believe voice
assistants’ understanding of
diction and accent would be the
most compelling feature
16 Conversational Commerce
17. Non-users have some apprehension about voice assistants,
with safety and security of personal data being the top
concern.
What hinders non-users from adopting voice assistants?
Figure 12. Top concerns for the use of voice assistants among non-users
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,483 non-users in the US,
UK, France, and Germany, ranked by difference between three years from now and today.
65%
61%
59%
59%
57%
54%
48%
I don’t feel the need to interact with any voice assistant
It does not have any incentives for me
I feel uncomfortable talking to a machine
It does not understand me or my reactions
I don’t trust voice assistants with the safety
and security of my personal data
Voice assistants are intrusive and seek too much
personal information
Only voice-based voice assistants don’t allow me to
visualize information/choices
17
18. In our survey, we also asked respondents if they would be
willing to trust voice assistants to make a pizza purchase
decision (selection, order, and payment) on their behalf. We
found that 74% of non-users were skeptical about this idea,
as compared to 41% of users. Consumers lacked trust that
these technologies would make a decision that was in the
users’ interests.
Some of the concerns we heard from our survey participants
were:
• “I prefer to indicate my choices to a human being myself,
especially since my preferences can change daily.”
• “I would not use a voice assistant as I feel it would take over
one’s life. I am perfectly capable of doing things for myself
and would not want a machine to do things for me.”
• “I am worried about the disclosure of my data, and I would
like to be assured by the company that my data will not be
disclosed to someone.”
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 1,840 non-users who
disapprove in the US, UK, France, and Germany.
Figure 13. Reasons why non-users disapprove of voice assistants making purchase decisions for them
16%
17%
19%
23%
37%
I do not trust Google/Siri/Amazon to make a decision
with my interest in mind
I fear that someone might impersonate me and order
without my knowledge
I would rather set-up my preferred order on my
first transaction and have my voice assistant use it for
future orders
I would like to know what criteria the voice assistant is
basing this decision on
I would like to try it a few times before I can start
trusting my voice assistant enough to order on its own
18 Conversational Commerce
19. Conversational Commerce
yields concrete benefits for
retailers and brands
Providing voice assistants can significantly improve brands’
Net Promoter Scores (NPS®
)#
. Among users, the NPS®
of a
brand would improve by nineteen percentage points when
it provides a personal voice assistant globally (see Figure
14). This improvement is particularly pronounced in the US,
where the NPS®
would improve by twenty-five percentage
points for a brand which offers a voice assistant. This is a real
opportunity for brands to drive customer satisfaction among
voice assistant users.
Figure 14. Providing a voice assistant to consumers elevates a brand’s NPS®
by nearly 20 points for voice assistant users
We asked the respondents the standard NPS®
question on how likely are they to recommend a company to a friend or colleague, in two
scenarios: 1. The company provides a personal voice assistant, and 2. The company doesn’t provide a personal voice assistant.
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France and Germany.
#
Net Promoter, NPS®
, and the NPS®
-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are
service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld
Change in NPS®
for brands that provide a voice assistant over brands that do not — by country
NPS®
without voice assistants (from users)
pp = percentage points
NPS®
with voice assistants (from users)
Average
(all four countries)
United States Germany United Kingdom France
4 pp increase16 pp increase16 pp increase25 pp increase19 pp increase
25points
NPS®
advantage among voice assistant
users for a brand in US that provides a
voice assistant to consumers vis-a-vis a
brand that doesn’t
19
20. Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,483 non-users in the US,
UK, France, and Germany.
Figure 15. Users of voice assistants have rewarded organizations providing good voice assistant experience; non-users
will follow suit
Organizations providing good voice assistant experiences will generate more business and
positive word-of-mouth
Users of voice assistants give organizations with a strong
voice assistant experience more business and positive
word-of-mouth. Non-users are expected to do the same
(see Figure 15).
On having a good experience with a personal voice assistant, users of voice assistants have:
Have done it a few times Have done it regularly
Shared their positive experiences with friends and family
Transacted more frequently with the brand
Increased their spend with the brand
Purchased more products from the brand
Provided high ratings for the brand and shared positive
feedback on social media
37%
21%
35%
16%
13%
32%
15%
32%
17%
30%
35%
28%
27%
24%
22%
Share positive experiences with friends and family
Transact more frequently with the brand
Purchase more products from the brand
Increase spend with the brand
On having a good experience with a personal voice assistant, a non-user of voice assistants would:
Provide high ratings for the brand and share positive
feedback on social media
20 Conversational Commerce
21. Percentages indicate the amount that respondents are willing to increase, on average, upon receiving a good experience with a personal
voice assistant.
Question to users: Have you done the following on having a good experience with a voice assistant? Increased your spend with the brand.
Question to non-users: What are you most likely to do if you have a good experience with a personal voice assistant? To both users and non-
users, answering the above question positively, the follow up question asked was: How much more will you be willing to spend for receiving a
better experience with voice assistants?
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
Figure 16. Users of voice assistants will reward organizations with increased spending for receiving a better experience
with voice assistants
Retailers and brands that provide a good voice
assistant experience will secure bigger consumer spend
In return for receiving a good voice assistant experience,
consumers are willing to increase their spending with a brand
by 5% on average. When we look at two segments—consumer
products and retail, and services—we find that:
• On average, those users who are using voice assistants
today will increase their spending by 8% for both segments.
• Those overall consumers who are classed as “promoters”
for NPS®
purposes have a significantly higher propensity
to increase their spend—16% for consumer products and
retail, and 15% for services.
Intent to increase spending on consumer products and retail, by NPS®
classification
5%
16%
All Respondents Users
Average for the group Promoters
17%
8%
Intent to increase spending on services, by NPS®
classification
5%
15%
All Respondents Users
Average for the group Promoters
17%
8%
16%
Amount of increase in
spending on consumer
products and retail by NPS®
promoters of a brand upon
receiving a better experience
with voice assistants
21
22. Conversational Commerce Spenders Decoded
Who are the spenders?
We have defined spenders as those users who have:
• Regularly used voice assistants for any of the following
activities:
- buying products (groceries/home care/clothes)
- ordering meals
- making payments/money transfers
- booking an Uber/cab.
• Spent a positive amount of money via voice assistants
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 543 spenders who
are users, have used voice assistants regularly for commerce, and have spent positive amounts via voice assistants; in the US, UK, France,
and Germany.
Age Group
33%
6%
47%
3%
18–21
22–32
33–45
46–60
61+
11%
• Two-thirds of this group is
based out of urban areas (66%)
8 out of 10 prefer to use the
voice assistants in
• Living room (88%) and
• On the go (e.g., in car,
while biking, on the train) (85%)
89% of these would like the voice assistants to
• Be able to interpret photos, bar codes, QR scans, etc.
to fetch relevant information
• Understand their diction and accent, provide fast, accurate
replies and relevant recommendations
61%
56%
55%
43%
Almost a majority of spenders have regularly done the following activities
Ordered a meal
Made a payment/
sent money
Bought products (groceries/
home care/clothes)
Booked an Uber or any taxi service
Spenders as a proportion of users
27%
GermanyUnited
States
15%
France
14%
12%
United
Kingdom
Average
(all four countries)
21%
• More than two-thirds of the group
are experts on technology, with
friends and family reaching out to
them for advice (69%)
22 Conversational Commerce
23. Figure 17. Users with a high affinity for voice assistants also drive higher benefits to retailers and brands
Organizations that focus on priority consumer segments will derive maximum value
As we saw earlier, consumers are using voice assistants for a
variety of tasks. Retailers and brands can derive the maximum
value by targeting those users who prefer voice assistants for
purchases of products (e.g., groceries/home care/clothes) or
services (such as booking a cab or making a payment/sending
money or ordering meals). To identify the characteristics of
this target group, we looked at the following:
1. Affinity for voice assistants—which includes preference for
voice assistants over websites/mobile apps/physical stores
and various tasks for which the consumer is currently using
voice assistants and the frequency of use
2. Benefits to retailers and brands—the proportion of the
users’ current spends via voice assistants as well as the
NPS®
scores.
The segment that provides the highest benefits to retailers
and brands—the Voice Sprinters—is more than one-third
(36%) of our user base (see Figure 17).
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 2,558 users in the US, UK,
France, and Germany.
HighLow
High
Affinity for voice assistants
Benefitstoretailersandbrands
Voice Sprinters
12%
39%
36%
13%
23
24. How can retailers and brands
devise a sound Conversational
Commerce strategy?
Organizations need to focus on four key areas for Conversational Commerce
From our experience working with global clients on devising
and implementing Digital Customer Experience (DCX)
strategy and our recent development of a Conversational
Commerce framework, we believe that delivering a successful
Conversational Commerce strategy requires effort in four
key areas (see Figure 18). While organizations start to build
and integrate these solutions, it is key that they start small
and take an iterative, test and learn approach to implement a
successful voice commerce strategy.
Figure 18. Four key areas of focus for building a robust Conversational Commerce strategy
Source: Capgemini Digital Transformation Institute Analysis.
Start small and have an iterative approach to solve for four key areas of Conversational Commerce
Prepare the organization for the new voice channel
• Make conversational commerce a key part of the overall DCX strategy
• Establish leadership and a governance mechanism dedicated to voice commerce
• Start sensitizing and upskilling the workforce
Design and execute compelling
voice customer experiences
• Design the conversational experience
based on the target group’s needs and
preferences
• For users of voice assistants, align incentives
to encourage greater use of voice assistants
• Localize experiences for geographical market
• Ensure that the exchange of value is clearly
in place.
• Seamlessly bring together consumer data, technologies, and processes for the new voice channel
• Make the experience personalized and adaptive across channels
• Take proactive steps to ensure privacy and security of consumer data, especially for non-users/first-time users.
• Conduct detailed research into your
customer base to understand their needs,
preferences, and usage patterns
• Re-examine the key customer journeys and
assess how voice interfaces might improve
the experience for the customer
• Harness the insights to drive intimacy and
ever increasing relevancy.
• Build effective supply chain management
processes
• Deploy a communication and marketing
plan to build a loyal voice user base
• Focus on customer relationship
management to ensure retention.
Apply conversational
intelligence to understand
your target consumers
Devise sound business
operations voice solutions
Implement technology solutions that seamlessly integrate voice
24 Conversational Commerce
25. Design and execute compelling voice customer experiences
In our recently published loyalty research, we found that
emotions have the strongest impact on loyalty and the ability
to connect on a human level is what drives long-term customer
engagement and ultimately loyalty.21
Conversational interfaces
present brands with a unique opportunity to act like people
and create an emotional connection with their consumer
through voice channels, thus enhancing the customer
experience.22
Executing a compelling customer experience
strategy demands the need for having a view to customers’
expectations. Depending on the segments that brands
choose to target, it is imperative that they look at the target
segments’ needs and build customer experiences accordingly.
A study conducted by Cornell University found that people’s
perceptions of a “machine-generated voice” are influenced by
its human-like traits. Speech functionality was deemed to be
especially critical for conversational agents, as it had an impact
on how natural the conversation was perceived to be, by the
user.23
The majority (66%) of respondents in our survey said
that they would feel compelled to use voice assistants if they
are able to understand the respondents’ diction and accent.
This sentiment was echoed during our focus group discussion
as well. As one UK participant put it: “My apprehension is
that it doesn’t always understand me perfectly—it doesn’t
understand my speech.” It is thus critical for organizations to
localize the content for different geographical markets, which
could help increase adoption.
Organizations must also ensure that the interaction offered
by the voice experience is sympathetic to context, fast,
accurate, and relevant (see Figure 19). The experience design
must also remove hindrances that keep potential users from
becoming users of Conversational Commerce. As Karim
Lourci, COO of Smartly.ai, said: “Something that is particular
to voice assistance is that it’s enabled new segments to use
technology. For example, older individuals who are not familiar
with digital and technology can easily use voice assistance.
The customer expects a natural experience.” While removing
hindrances, organizations must deliver tangible value to
consumers for using voice assistants. One of our previous
researches found that consumers would be more inclined to
share their data with services that provide them higher value
and more tangible benefits.24
Figure 19. Consider leveraging top features of voice assistants that would compel consumers to use them more
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
They should provide fast
and accurate replies
Top three features compelling the use of voice assistants
92% 91% 91%
Voice Sprinters All consumers
They should understand
my diction and accent
They should provide relevant
recommendations
59%
67%66%
25
26. Numbers indicate average score of the group of respondents for each factor on a scale of 1 = the least value to 7 = the highest value.
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
Figure 20. Ascertain factors that your target consumers value the most
Apply conversational intelligence to understand your target consumers
Brands that are currently on digital channels have access to
information on consumers’ likes and dislikes.
This access to information is amplified in Conversational
Commerce where brands engage in a dialog with its
consumers and have access to shopper data on their needs,
preferences, and the context that drives purchase. All of this
available information can be converted to usable intelligence
and insights through advances in artificial intelligence—
natural language processing, cognitive computing, speech and
voice recognition, and machine and deep learning.
The key to building a compelling customer experience is to use
the derived conversational intelligence to further tailor the
experience for consumer segments that brands would like to
target. We suggest focusing on Voice Sprinters—the set of
consumers that exhibit both a high affinity for voice and who
are more likely to drive higher benefits to brands (i.e., higher
customer satisfaction and level of spend via voice assistants).
Once a target segment has been identified, organizations
must research the segment to understand needs, preferences,
and usage patterns to help design the right conversational
experiences. For instance, receiving a personalized service
is much more valuable to Voice Sprinters compared to all
consumers (see Figure 20).
How consumers value the following while interacting with a voice assistant (top three factors)
Voice Sprinters All consumers
The safety and security of my data
Saving money through deals, promotions
Receiving a personalized service
5.9
5.3
5.8
5.1
5.5
4.6
26 Conversational Commerce
27. Devise sound business operations voice solutions
The success of Conversational Commerce cannot be seen in
isolation but needs to be viewed in collaboration with other
channels (brick-and-mortar stores, online stores, apps) and
the brands’ efforts in omni-channel fulfillment. Organizations
need to ensure robust integration of the voice channel
with the internal business operations of the organization,
supply chain, order management, customer relationship
management, and marketing strategy.
Large traditional organizations that have spent years in selling
products and services through physical stores and/or branches
are faced with steady but less agile supply chains.25
However,
Marc Lore, CEO of Walmart’s US e-commerce business, views
these as an asset rather than a liability in a future of voice
activated commerce.26
Doubling the stores as distribution
centers and building on last-mile delivery systems for orders
placed through voice channels is a capability brands and
retailers need to invest in. On-time delivery and effective
supply chain and order management will be critical for the
success of its voice channel.
In our survey, 61% of non-users do not feel the need to
interact with any voice assistant. This displays a clear gap in
awareness of the potential of voice assistants and may require
a persuasive marketing campaign to build a convincing case
for taking up Conversational Commerce. Brands should invest
in communicating to all consumers on the benefits of using
voice assistants as a preferred mode of communication. Nearly
half (49%) of our survey respondents would like to use voice
assistants while checking delivery status while only one-third
(35%) would like to use it for making a purchase (see Figure
21). Targeted marketing for these touch points along with
greater awareness around purchase and transaction-related
functionalities could boost the adoption of voice assistants.
Figure 21. Build communication and marketing strategy based on preferred consumer touch points and brand
voice offerings
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
Touch points in the customer journey where consumers would like to interact with voice assistants
49% 45% 42% 42%
40% 40%
35%
34%
Making a
purchase
Checking
delivery status
Making a
shopping
list
Searching
for products
and services
Adding
items to
a shopping
cart from
the shortlist
Providing
feedback
for any
product or
service
Using
customer
support for
any product/
service
Recommending
the purchased
product/service
to others
49%
Consumers who would like to
check delivery status of their
orders using voice assistants
- the most across all other
touch points with brands
and retailers
27
28. Implement technology solutions that seamlessly integrate the voice assistant experience
Prepare the organization for the new voice channel
Technological advances in the field of artificial intelligence
are making hyper-personalized customer experiences a reality
through Conversational Commerce. Organizations need to tap
into this potential and implement an “Experience Engine” that
seamlessly brings together technologies, channels, processes,
and consumer data. Retailers and brands are following
multiple approaches to launch voice ordering capabilities.
Retailers like Walmart and Target have partnered with Google
to launch voice ordering via Google Home. Peapod, an online
grocery delivery service, added a voice-activated Alexa Skill
and launched a platform which allows consumers to type and/
or speak to build their shopping carts.27
Moreover, Artificial
Intelligence (AI) technology also has a role to play in bringing
all the channels together for the brand, whether the consumer
accesses the brand through chatbots on messaging platforms,
through voice assistants, through apps or websites, or through
physical stores. Staples is addressing this challenge by using
IBM’s Watson AI technology for bringing its various channels
together through the Staples Easy System platform.28
As Karim Lourci suggests: “Technical constraints for
implementing voice assistants have to be addressed very early
by brands if they want to propose something useful and create
a new experience for the customer.”
How voice assistants are going to be perceived by consumers is
also deeply linked to the use of technology for personalisation
without crossing the lines of privacy. As we heard in our
interview with an executive of Nissan Motor Co., Ltd earlier:
“The trust that your customers have in you entirely drives
the brand reputation of organizations. Privacy needs to be as
defined by the customer, not the company. And it has to be
protected at all costs.”29
Brands need to take proactive steps to ensure privacy and
ensure security of consumer data. Over half (56%) of all
respondents in our survey did not trust voice assistants
with the safety and security of their personal data. Nearly
half (48%) of the respondents felt that voice assistants
are intrusive and seek too much personal information.
Organizations need to alleviate these concerns by designing
robust and transparent privacy policies. Consumers are willing
to listen to what brands have to offer and also trade some of
their privacy in exchange for incentives, as we heard from one
of our consumers in the UK focus group: “What would alleviate
my concerns would be if there were some sort of agreement
reached by all companies that in case there’s a hack, all our
data is secured. In terms of benefits, because brands are using
our data, perhaps it will be fair to give us certain incentives,
gift cards, vouchers, etc.”
While organizations prepare for the new voice channel, it is
critical that they be able to sustain, scale up, and mature in the
platform. For this, Conversational Commerce needs to be a
key part of the overall DCX strategy. Organizations that view
Conversational Commerce as just another innovation project
or underestimate its transformative nature stand to lose out
on a huge opportunity.
Organizations need to also rethink their governance and
accountability to ensure that the right leadership is positioned
to take the voice strategy forward. In addition, organizations
must create a governance mechanism where progress is
reviewed against a prioritized and defined roadmap.
The top leadership will be responsible to orient the
organization to prepare for change, as consumers are likely
to replace current human interactions at retailers and brands
with voice assistants. Preferences could differ significantly
by target consumer group, indicating where change efforts
should be focused. For instance, Voice Sprinters are much
more likely to welcome voice replacing human interactions at
call centers or in physical stores (see Figure 22). While investing
in talent that has the skills to work on voice platforms,
organizations must also start upskilling teams within the
workforce that are currently undertaking the routine tasks
that will be lost or reduced as a result of the transition to voice
assistants.
28 Conversational Commerce
29. Bringing in such newer forms of interaction channels and
associated technologies requires a change in the mindset
of the leadership as well as the organization. It requires
that organizations have a digital culture which is innovative,
flexible and agile, thinks digital-first, collaborates well across
functions, is open to the external ecosystem, and has a
practice of data-driven decision-making. Our earlier research
on digital culture found that only 34% of the organizations
surveyed were digital culture leaders.30
Incumbents focusing
on the voice channel must make an early start to orient their
organization towards a digital mindset.
Figure 22. Voice Sprinters are highly in favor of replacing human interactions with voice assistants
Source: Capgemini Digital Transformation Institute, Conversational Commerce Survey, October–November 2017, N = 5,041 consumers in the
US, UK, France, and Germany.
Conclusion
Conversational Commerce represents a significant
opportunity for brands and retailers to interact with their
consumers in new and innovative ways. Rapid technological
advances, coupled with increasing consumer appetite for voice
devices, is driving investment and innovation. Brands must
harness this interaction opportunity to build relationships of
value with consumers across the lifecycle and offer an entirely
new, more instinctive way for consumers to engage with them.
Likelihood of replacing the following human interactions with a voice assistant today
Voice Sprinters All consumers
20%
65%
Relationship
managers
(banking)
24%
Sales people
in the store
19%
61%
Tele-bankers/
tele-callers
18%
62%
Check-out
counters
26%
70%
Customer support/
call centers
67%
70%
Share of Voice Sprinters who
would like to replace their human
interactions with customer
support/call centers with voice
assistants
29
30. Research Methodology
For this research, we surveyed over 5,000 consumers in the
US, the UK, France, and Germany. The quantitative research
was complemented with four virtual focus group discussions,
with eight to ten consumers per focus group, for each of the
surveyed countries. The survey, as well as the focus group
discussions, had a healthy mix of demographics and user and
non-user respondents.
Country
Age
Employment Status
4%
18%
23%
29%
26%
6%
25%
28%
25%
16%
2%
10%
19%
33%
36%
All consumers
N = 5,041
N = 1,007 N = 1,010 N = 1,003 N = 2,021
Users
N = 2,558
Non-users
N = 2,483
18–21 22–32 33–45 46–60 61+
3% 5% 2%
25%
15%
34%
14%
13%
14%6%
7%
6%11%
11%
12%
41% 50% 31%
0%
20%
40%
60%
80%
100%
All consumers (N = 5,041) Users (N = 2,558) Non-users (N = 2,483)
Full-time
Part-time employed
Self-employed, consultant, or
freelancer
In the military
Unemployed
Retired
Full-time student
France Germany United Kingdom United States
20%
20%
20%
40%
30 Conversational Commerce
31. References
1. MIT-Intel-Capgemini, “Time to Talk—The future for brands is conversational,” January 2018
2. The focus of this research is on voice-driven Conversational Commerce given the significant consumer and
business interest in the voice medium.
3. ZDNet, “Target partners with Google for voice shopping through Google Express,” October 2017
4. Google’s voice-activates smart speaker powered by Google Assistant
5. Google, “Start shopping with the Google Assistant on Google Home,” February 2017
6. The Guardian, “Amazon Echo second-generation review: smaller, cheaper and better,” November 2017
7. Business Insider, “Everything Google announced at its big hardware event,” October 2017
8. Wirecutter, “Amazon Echo vs. Google Home: Which Voice Controlled Speaker Is Best for You?”
9. Engadget, “BMW will offer Alexa voice control in its cars next year,” September 2017
10. BBC News, “Google adds virtual assistant to Android Wear watches,” February 2017
11. Amazon allows third parties like brands and developers to develop personalized voice experiences on Alexa,
these are called Alexa Skills.
12. Voicebot.ai, “There are Now 20,000 Amazon Alexa Skills in the U.S.,” September 2017
13. For the purpose of this paper, we define products as all things that are covered in consumer products and retail;
and we define services as ordering a meal, banking-related transactions, and booking a taxi service.
14. Walmart, “Walmart Makes Voice Shopping Even More Affordable with New Google Device,” October 2017
15. Fashion Network, “Sephora launches voice assistant app,” November 2017
16. Daily Mail, “‘Alexa, add milk’: Ocado becomes the first UK supermarket to launch an app for Amazon Echo that
lets you buy food by calling out your shopping list,” August 2017
17. Press Release, “Domino’s Pizza®
Continues as Technology Trailblazer, Launches Voice Ordering for its iPhone®
and
Android™ Apps,” June 2014
18. AdAge India, “Forget Siri, Domino’s Wants You to Meet Dom,” October 2014
19. Starbucks, “Starbucks debuts voice ordering,” January 2017
20. VentureBeat, “Amazon’s Alexa now lets Capital One customers manage finances using their voice,” March 2016
21. Capgemini Digital Transformation Institute, “Loyalty Deciphered—How Emotions Drive Genuine Engagement,”
December 2017
22. MIT-Intel-Capgemini, “Time to Talk—The future for brands is conversational,” January 2018
23. Cornell University, “Alexa is my new BFF: Social Roles, User Satisfaction, and Personification of the Amazon Echo,”
May 2017
24. Capgemini Digital Transformation Institute, “The Currency of Trust—Why Banks and Insurers Must Make
Customer Data Safer and More Secure,” February, 2017
25. Forbes, “Google/Walmart: The Brutal Future of Retail Supply Chains,” August 2017
26. National Retail Foundation, “How Walmart Keeps Its Innovative Edge,” September 2017
27. Bloomberg, “Peapod Announces Chat-To-Cart™ Platform from StorePower,” December 2017
28. BusinessWire, “Staples’ “Easy Button” Comes to Life with IBM Watson,” October 2016
29. Capgemini Digital Transformation Institute, Digital Transformation Review: Crafting a Compelling Digital
Customer Experience,” August 2014
30. Capgemini Digital Transformation Review, “The Digital Culture Challenge: Closing the Employee-Leadership Gap,”
June 2017
31
32. About the Authors
The Digital Transformation Institute
The Digital Transformation Institute is Capgemini’s in-house think-tank on all things digital.
The Institute publishes research on the impact of digital technologies on large traditional
businesses. The team draws on the worldwide network of Capgemini experts and works closely
with academic and technology partners. The Institute has dedicated research centers in the
United Kingdom, India, and the United States.
dti.in@capgemini.com
Digital
Transformation
Institute
The authors would like to especially thank Subrahmanyam KVJ, Marisa Slatter, Ramya Krishna Puttur, and Shahul Nath from
Capgemini Digital Transformation Institute for their contributions to this report.
The authors would also like to thank Shannon Warner from Capgemini Consulting US; Max Brüggemann, Sophie König from
Capgemini Consulting Germany; Florent Guillaume from Capgemini Consulting France; Ron Tolido, Gwendolyn Graman, Frank
Wammes from Capgemini Netherlands; Lorna Neville from Capgemini UK; Saugata Ghosh from Capgemini Australia; Thomas
Saint-Hilaire, Herve Leroux from Prosodie; and Fatim Bellmane, Valentina Pedrazzini from Backelite; for their contribution to
this research.
Kees Jacobs
Vice-President, Capgemini
kees.jacobs@capgemini.com
Kees is an industry recognized practitioner with
Capgemini’s global sector for consumer products
and retail, with more than 25 years of experience in
these industries. Kees is responsible for Capgemini’s
strategic relationship with The Consumer Goods
Forum and has co-authored many research reports on
the consumer products and retail industry.
Amrita Sengupta
Senior Consultant, Capgemini Digital Transformation
Institute
amrita.a.sengupta@capgemini.com
Amrita is a senior consultant at Capgemini’s Digital
Transformation Institute. She tracks the patterns of
digital disruptions across industries and its impact on
businesses.
Jerome Buvat
Global Head of Research and Head,
Capgemini Digital Transformation Institute
jerome.buvat@capgemini.com
Jerome is head of Capgemini’s Digital Transformation
Institute. He works closely with industry leaders and
academics to help organizations understand the
nature and impact of digital disruptions.
Mark Taylor
Executive Vice President, Chief Experience Officer,
Capgemini DCX Practice
mark-paul.taylor@capgemini.com
Mark is the Chief Experience Officer for Capgemini’s
Global Digital Customer Experience (DCX) Practice. He
has over 25 years of experience designing, developing
and delivering transformative solutions informed
by data and enabled by technology. Prior to joining
Capgemini in 2014, Mark held senior positions in
several global agencies.
Amol Khadikar
Manager, Capgemini Digital Transformation Institute
amol.khadikar@capgemini.com
Amol is a manager at the Digital Transformation
Institute. He keenly follows the role played by mobile,
software and data science in digitally transforming
organizations.
32 Conversational Commerce
33. Conversational Commerce at Capgemini
How to deliver business value through voice
How can Capgemini help?
To succeed and build that trusted relation with each individual
consumer -at scale- more than tactical investments in
technologies are needed. There must be alignment across all
business and technology.
Capgemini recognizes the value of Conversational Commerce
in driving deeper, more human connections at scale. In turn,
this will drive a different level of relationship, of engagement,
and of brand affiliation. Rather than a threat to existing
business models, Conversational Commerce is an opportunity
to create a new arena into which consumer-focused industries
can grow.
We help our clients by blending together end-to-end
capabilities on Conversational Commerce, with an approach
that demonstrates value, scales the capability, and expands
insight-driven business opportunities.
• Our digital customer experience capabilities will help you
find your voice in conversational commerce. Together we
will answer strategic questions on your brand personality
and develop a unique, personalized experience with each of
your consumers – at scale, with insights from your shopper
data. For example, we can leverage our Seamless Consumer
Engagement offering and the Origamo framework for
‘Human Loyalty’. Key Capgemini expert: Mark Taylor.
• Our global insights and data capabilities bring together
leading data technology experts with business and
consumer products and retail sector expertise to apply
insights via smart analytics to improve conversational
business performance. Our experts specialize on Artificial
Intelligence, Machine Learning, Natural Language
Processing and chatbots, Conversational Data Management
and big data platforms to unravel the intelligence from
new conversational commerce and shopper data as well as
commercial and operational data. Key Capgemini expert:
Kees Jacobs
• Our global consumer products and retail business and
technology capabilities combine a deep understanding
of the CPR business operations with a broad knowledge
of the key industry technologies. We are helping
retailers and consumer product companies to improve
their commercial proposition across touchpoints (price,
product, place, promotion, content), to reinvent the role
of stores and to build supply networks that can meet
changing consumer needs through greater speed, agility
and efficiency. We are working with key technology
providers such as Google, Microsoft, SAP hybris and IBM.
A selection of our proposition-assets in the consumer
goods and retail industry include the Smart Digital Store
and Consumer Driven Supply Chain. Key Capgemini expert:
Shannon Warner
• Our Applied Innovation capabilities will help you to
immerse yourself in the understanding, experimentation
and application of all aspects of emerging conversational
technologies, as well as to address the business disruptions
confronting you and the industry. We will leverage our
global network of Applied Innovation Exchanges, our
start-up eco-system collaboration and the groundbreaking
innovation capabilities of Fahrenheit 212. We offer a
methodic approach to innovation, making innovation a
predictable driver of sustainable, profitable growth for
our clients’ business – in which the focus is broader than
the technology, yet to demonstrate business results. Key
Capgemini expert: Ben Gilchriest.
Business Operations
1. Conversational marketing and content
2. Unified commerce
3. Conversational service
4. Conversational store
5. Streaming supply chain
Customer Experience
1. Voice based dialogue
2. Personal assistance
3. Brand personality
4. Conversational search
HELLO!
OPEN
Intelligence
1. Conversational intelligence
2. Shopper intelligence
3. Commerce intelligence
4. Operational intelligence
Capgemini Conversational Commerce Business Capability Model
33
34. Discover more about our recent research on digital transformation
Loyalty Deciphered:
How Emotions Drive
Genuine Engagement
Making the Digital
Connection: Why Physical
Retail Stores Need a Reboot
The Disconnected Customer: What
digital customer experience
leaders teach us about
reconnecting with customers
Domino’s Pizza:
Writing the Recipe for
Digital Mastery
Privacy Please: Why
Retailers Need to Rethink
Personalization
Digital Transformation
Review 6: Crafting a
Compelling Digital Customer
Experience
Rewired: Crafting a
Compelling Customer
Experience
Consumer Insights:
Finding and Guarding the
Treasure Trove
Context First: The Next
Wave of Customer
Experience Design
The Currency of Trust: Why
Banks and Insurers Must
Make Customer Data Safer
and More Secure
Driving the Data Engine:
How Unilever is Using
Analytics to Accelerate
Customer Understanding
The Digital Culture
Challenge: Closing the
Employee-Leadership Gap
Digital Transformation Review
10: The Digital Culture
Journey: All on Board!
From UX to CX: Rethinking
the Digital User Experience
as a Collaborative Exchange
Unlocking Customer
Satisfaction: Why Digital
Holds the Key for Telcos
Turning AI into concrete
value: the successful
implementers’ toolkit
34 Conversational Commerce
35. For more information, please contact:
Mark Taylor
mark-paul.taylor@capgemini.com
Kees Jacobs
kees.jacobs@capgemini.com
Michael Petevinos
michael.petevinos@capgemini.com
Gwendolyn Graman
gwendolyn.graman@capgemini.com
France
Arnaud Bouchard
arnaud.bouchard@capgemini.com
Germany
Steffen Elsaesser
steffen.elsaesser@capgemini.com
North America
Shannon Warner
shannon.warner@capgemini.com
Netherlands
Adgild Hop
adgild.hop@capgemini.com
UK
Aurelien Segond
aurelien.segond@capgemini.com
Global
35