Global Trends

Green globe with green background
  • Transforming and reshaping industries by disrupting business models at a rate never experienced 
  • No one is immune – when it’s obvious you need to change, it’s too late
  • Globally affecting every sector of the economy 
  • Opportunities and challenges on how operate, go to market and interact with consumers, society and policy-makers
  • Changing consumer experience creating new value
  • Networking, process automation, analytics and virtualization are innovation drivers
  • Legacy IT and wrong skillsets are inhibitors
  • Taking advantage of globalization, de-regulation and technology
  • Seamless data integration between online and offline
  • Omnichannel customer experience
  • Making customers better informed and becoming more demanding of:
    1. Greater mobility
    2. Convenience, choice and price
    3. Easier and transparent access to information 
    4. Flexible and pleasing user experiences
    5. Enhanced personalized products and services

How successful has your organization been at recognizing these trends and taking the appropriate action?


The Digital Customer

The trend from to digital was already happening, but has been dramatically accelerated with the “new normal."

Shopping cart with red, orange, blue and grey lines going up out of the cart and winding through icons of people, globes, gears, $, ¥, @, cell phone, euro, bird, graph, ?, musical note...
Text "Physical" crossed out with Red X, Text “Retail” Heading "Digital" Sub heading "Requires" sub sub heading "-Trust - Cybersecurity, Community, -Brand, -Company"
Text "Products and Service" crossed out with red x, blue arrow pointing down to text "Facilitator" with Red circle around it.

Facilitator based "retail model"

  • Magnetic - Externally created value and "network effect" (Consumer provides the data)
  • Infinite - System scales at little to zero marginal cost
  • Intimate - Personalized and customized for each customer 
  • Real-time - Adapt instantly to market change and always-connected customers

Digital business starts with the customer

  • Understanding the entire (key) customer journey and focusing on outcomes
  • “Always-connected” customers
    • Easier comparison shopping and lower switching cost
    • Increased online purchasing versus in-store experience
    • Personalized shopping experience
    • Better customer service experience (CX) – proactively anticipate and solve
  • Example: Customer service
    • Traditional (dying): “Pull” based model - waiting for customer to contact company (reactive)
    • Today: “Push” personalized support and service offerings to their personal (mobile) device

 


Let us help you digitally transform securely

Securely Transform