cx trends you cannot afford to ignore · cx trends stephen yap to ignore. 2 customers have been...
TRANSCRIPT
© 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
4
FROM PRODUCTS
TO SERVICES
5
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
7
SEARCH FOR
SIMPLICITY
8
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
9
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
11
BEHAVIOURAL ENGINEERING
AT SCALE
12
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
14
AUTHENTICITY
VS
PERFECTION
15
ITS MOMENTS THAT MATTER…
16
A CUSTOMER JOURNEY LIKE NO OTHER…
17
A CUSTOMER JOURNEY LIKE NO OTHER…
18
© 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
