Digital Transformation

The alignment of business to customers at every touchpoint in their digital journey

@HootPenny

We’re in an era of

unimagined disruption

Mobile

2015

2005

Social

Real-time

This represents not just a shift in technology

but also a fundamental

cultural shift

You Know This

The Social Customer Journey

EngagementAwareness AcquisitionEvaluation Advocacy

digital

physical

Leads

Personas

Prospects

Consumers

Target Audiences

Customer Segments

Humans

Listen & Learn

Engage

@accorhotels

SocialCustomer CenteredAuthenticListen & LearnEngage

Digital Transformation 2020

What’s next?@HootPenny #SocialScale

Thank You@HootPenny