Post on 20-Aug-2015
Businesses are transforming themselves digitally, looking to become moreagile and serve their customers better. Digital services build closer, morepersonal relationships with customers, increasing satisfaction and advocacy.
digital customer experience: build trust, inspire loyalty, improve services
why digital transformation?
According to research from MIT and Capgemini, enterprises benefit from digital transformation in these
top three areas.
improvethe customer experience
enhance
existing products
and services
expandreach to new
markets
40% 41% 40%
build trustIn healthcare, consumers want to interact online with their providers.It allows them to personalize care and access ongoing support.75
%24%
40%
22%
.3m140
%
consumers willcommunicate withdoctors online
consumerswant onlineadvice on health
questions answered bydoctors on patient-to-doctorsocial network HealthTap
video conferencingreduces hospital
admissions by
automatedreminders
reduceno-shows
want onlineappointmentreminders
inspire loyaltyTravelers able to use their smartphone to personalize their stay are more loyal and stronger brand advocates. MCD Partners identified the four most popular digital services.
80%
73%
4%
use smartphone
for automated
check-in
offersbased on personal
data
request a late checkout using
smartphone
7set personal preferences in
advance
73%
hotel
improve services Technologies such as NFC ticketing are transforming the transportindustry by increasing efficiency and improving the customerexperience. This is the result of 10-month NFC ticketing trial byOrange in Malaga, Spain.
customersatisfaction
want system and recommend
journeys made
users using smartphones
timetable checks94%
/108.2110
30007500
understand customers
infographic created by Futurity Mediasources: MIT, Cap Gemini, Cisco, Deloitte, Healthtap,Sesame Communications, MCD Partners, Orange, IBM and Forrester Research.
Big data analytics are helping businesses handle the vast quantity of information to understand customers more deeply. Research from IBM and Forrester Research looked at the impact of big data on customer analytics.
predict customerbehavior
recommend and personalize
analyze multiple touch
points
uncover new revenue streams
89% 87%
75% 73%