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Customers 2020 - Walker Information [PDF]
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Customers 2020 - Walker Information [PDF]
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20
%. 40%. 60%. 80%. Text/SMS. Videoconferencing. Customer Councils/Advisory. Boards.
Social Media
. Online Community ... Corporate Web
Site
. In-person.
YEARS
TODAY • Who is your customer in 2020? • What will customers expect in 2020? • What must change? • Where do we go from here?
TODAY’S PRESENTERS MICHAEL GOOD Vice President, Strategic Accounts
@mikelgood
LESLIE PAGEL Vice President, Customer Experience
@lesliepagel
PATRICK GIBBONS Principal, Senior Vice President
@patgibbons
walkerinfo.com/webcast/c2020
PROMO CODE: “2020webcast”
WHO IS YOUR CUSTOMER IN 2020?
Customers will be more intelligent and informed
They will have more options and will not be locked in
The world is getting smaller with more and more people connected to each other.
Customers will dictate the experience
WHAT WILL CUSTOMERS EXPECT IN 2020?
A PERSONALIZED EXPERIENCE THERE WILL BE NO ROOM FOR STRANGERS
WHAT ACTIONS, INVESTMENTS WILL HAVE THE MOST IMPACT ON YOUR COMPANY?
62%
UNDERSTANDING INDIVIDUAL CUSTOMER CHARACTERISTICS
58%
SIMPLIFYING PRODUCTS AND PROCESSES
MORE THAN REAL TIME IMMEDIATE GRATIFICATION WILL NOT BE FAST ENOUGH
WHAT HAPPENED IN THE PAST
WHAT CUSTOMERS INTEND TO DO
83% 60% 41% 15% Today
2020
A Lot of Emphasis
Today
2020
A Lot of Emphasis
“We must be able to predict what the customer wants next. Today it is reactionary, after the fact.
In 2020, customers will expect firms to be ahead of them, knowing what they need before they themselves have shown the need.”
CUSTOMERS WILL EXPECT TO INTERACT ON THEIR TERMS
Likely to Use Often Today
Likely to Use Often in 2020 78%
E-mail
76%
Phone
54%
In-person
38%
Corporate Web Site
Corporate Web Site
55%
E-mail
54%
21%
Web Meetings
Customer Events/Conferences
21%
Videoconferencing
16% 13%
Social Media Customer Councils/Advisory Boards
63%
Social Media
Web Meetings
Online Community
69%
Online Community
49% 44%
Phone
39%
In-person
39% 35%
Text/SMS
10%
Videoconferencing
9%
Customer Events/Conferences
27%
Text/SMS
9%
Customer Councils/Advisory Boards
27%
0%
20%
40%
60%
80%
0%
20%
40%
60%
80%
WHAT MUST CHANGE?
HOW IMPORTANT ARE THE FOLLOWING TO YOUR BUSINESS STRATEGY – TODAY AND IN 2020? Average out of 100 points
43
50
37 20
EXPERIENCE PRODUCTS
TODAY
PRICE
34 16 EXPERIENCE PRODUCTS
2020
PRICE
COMPANIES MUST USE MORE INFORMATION TO ANTICIPATE NEEDS
COMPANIES MUST PROVIDE ACCESS TO ROBUST CUSTOMER INTELLIGENCE
HOW WILL THE DEMAND FOR CUSTOMER INTELLIGENCE CHANGE IN 2020?
96%
INCREASE
4%
STAY THE SAME
COMPANIES MUST ADAPT CUSTOMER LEADERSHIP ROLES STRATEGY TEAM ENGAGEMENT CREATOR CHIEF CUSTOMER CHAMPION DATA SCIENTIST
CUSTOMER INTELLIGENCE ADVOCATES
TOP ACCOUNT SUPPORT INFORMATION ARCHITECT
COMPANIES MUST SEE CUSTOMERS MORE HOLISTICALLY Product Usage Sentiment
Involvement Competitive Engagement
A CUSTOMER REVOLUTION IS TAKING PLACE SURVEY DESIGN
INFORMATION ARCHITECT
INFORMATION DELIVERY
ENTERPRISE ACCESSIBILITY
SPOKEN COMMITMENT
BEHAVIORAL COMMITMENT
REARVIEW MIRROR
PREDICTIVE AND PRESCRIPTIVE
RECOMMENDATIONS
ROI
WHERE DO WE GO FROM HERE?
ROADMAP TO 2020
2020 ROADMAP
• PLAN
• IMPLEMENT
• OPTIMIZE
YEARS
Q&A
MICHAEL GOOD Vice President, Strategic Accounts
LESLIE PAGEL
PATRICK GIBBONS
Vice President, Customer Experience
Principal, Senior Vice President
@mikelgood
@lesliepagel
@patgibbons
• Customers 2020 Report • Customers 2020 Roadmap
WRAP UP
• Customers 2020 workshops • Slides and recorded presentation • Your input
walkerinfo.com/webcast/c2020 PROMO CODE: “2020webcast”
UPCOMING EVENTS AMA WEBCAST: CUSTOMERS 2020 DATE: Friday, October 11 TIME: 1:00 pm Eastern time MORE INFO: walkerinfo.com/webcast/ama
WALKER INSIGHTS WEBCAST: B-TO-B JOURNEY MAPPING DATE: Thursday, November 14 TIME: 1:00 pm Eastern time MORE INFO: walkerinfo.com/webcast/jm
WALKER B-TO-B CX SUMMIT DATES: April 30-May 1 LOCATION: The Arizona Biltmore, Scottsdale, AZ MORE INFO: walkercxsummit.com
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