Future customer experience - ארנסט אנד יאנג your future consumer... · 2019-12-04 ·...
Transcript of Future customer experience - ארנסט אנד יאנג your future consumer... · 2019-12-04 ·...
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Future customer experience
The better the question.
The better the answer.
The better the world
works
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Customer Experience is The competitive battleground
2
60%
מוכנים לשלם יותר על חווית לקוח
טובה
74%
מציינים את חווית הלקוח כמרכיב
מרכזי בהחלטת הקנייה שלהם
84%
יחליפו ספק לאחר שלוש
לא טובות אינטרקציות
* Customer Service Expectation report 2019
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Customer experience is not customer service
3
Amazon Netflix Zappos Apple
Culture Relationship Designinnovation
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The Delivery Gap4
Of the companies believed
they delivered a “superior
experience” to their customers
Of the customer rate their
experience as superior
80
%
8%
* Bain & Company the delivery gap report
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Why is it so hard?5
Innovative Business Models & New Competitors
The traditional borders between industries are blurring, while new rivals are leveraging digitally enabled business models.
Advanced Technologies
New advanced technologies are emerging at a faster pace and penetrate the market quicker than before.
Customer expectation
Today’s customers expectations from service providers are higher than ever while they are also changing their customer behavior.
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And it’s going to get harder …
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The speed of changewill never be this slow again
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Change comes gradually … then suddenly.
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Nobody can predictthe future. But if you can imagine it,you can shape it
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Imagine Model Createthe future the future the future
Interviews with
> 200 futurists,
clients and
innovators
150 drivers
of change
8 core
hypothese
s
5 hackathons
(Berlin, London,
Los Angeles,
Mumbai,
Shanghai)
15
consumer
worlds
45 futurists
50 clients
New
opportunities
New collaborations
New business
models
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Meet Sam
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Eight hypotheses that will shape the future consumer
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Buying and shopping will become very different activities.
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The Future is Now
Stich FixStitch Fix is the personal
style service for men and
women that evolves with
your tastes, needs and
lifestyle.
ModifaceFrom beauty AR mobile
modules, to web e-
commerce AR modules and
in-store magic mirror
software,
.
Go-findMake everything
shoppable!
Take a photo, find the item
with range of prices.
Get inspired
.
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Are you protecting yesterday’s
competitive advantage or
shaping tomorrow’s?