cx trends you cannot afford to ignore · cx trends stephen yap to ignore. 2 customers have been...

© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may

not be disclosed or reproduced without the prior written consent of Ipsos.

1

YOU CANNOT AFFORD

CX TRENDS

Stephen Yap

TO IGNORE

2

Customers have been spoiled. Thanks to

companies such as Amazon and Apple,

they now expect every organization to

deliver products and services swiftly,

with a seamless user experience.”

McKinsey & Co.

LIQUID

EXPECTATIONS

© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may

not be disclosed or reproduced without the prior written consent of Ipsos.

3

IMPLICATIONS

Changing

competitive set

Expectations evolving

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FROM PRODUCTS

TO SERVICES

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FROM PRODUCTS TO SERVICES

© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may

not be disclosed or reproduced without the prior written consent of Ipsos.

6

IMPLICATIONS

Personalisation

at scale

From distribution to

relationships

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SEARCH FOR

SIMPLICITY

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66%Say they wish

their life was simpler

54%Often feel overwhelmed

by choice

Ipsos Global Trends Survey : Base size: 18,180 adults across 23 countries

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SEARCH FOR SIMPLICITY

© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may

not be disclosed or reproduced without the prior written consent of Ipsos.

10

IMPLICATIONS

Customers seek control

and certainty

Brands as

curators

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BEHAVIOURAL ENGINEERING

AT SCALE

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BEHAVIOURAL ENGINEERING

© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may

not be disclosed or reproduced without the prior written consent of Ipsos.

13

IMPLICATIONS

Nudges and heuristics in

experience design

Ubiquitous A/B testing

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AUTHENTICITY

VS

PERFECTION

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ITS MOMENTS THAT MATTER…

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A CUSTOMER JOURNEY LIKE NO OTHER…

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A CUSTOMER JOURNEY LIKE NO OTHER…

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© 2016 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may

not be disclosed or reproduced without the prior written consent of Ipsos.

19

IMPLICATIONS

Embrace the good pain

Single-minded focus on

Brand Purpose

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Thank you.Stephen.Yap@ipsos.com