THE DIGITAL CONSUMER SEV WORKSHOP PRESENTATION ATHENS, FEBRUARY 2018 DR. JIORGIS I KRITSOTAKIS

Size: px
Start display at page:

Download "THE DIGITAL CONSUMER SEV WORKSHOP PRESENTATION ATHENS, FEBRUARY 2018 DR. JIORGIS I KRITSOTAKIS"

Transcription

1 THE DIGITAL CONSUMER SEV WORKSHOP PRESENTATION ATHENS, FEBRUARY 2018 DR. JIORGIS I KRITSOTAKIS

2 WHERE WAS THE WORLD 10 YEARS AGO? Copyright 2018 Accenture. All rights reserved. 2

3 A DAY IN A LIFE OF A DIGITALLY NATIVE Copyright 2018 Accenture. All rights reserved. 3

4 Copyright 2018 Accenture. All rights reserved. 4

5 CONSUMERS HAVE CHANGED CONNECTED. Influenced by others. Keen to share good and bad. INFORMED. Know what they want and how to get the best deal. DEMANDING. Expect fast & personalised. Used to superior service. ENGAGED. Keen to co-create, personalise and to take control. RESPONSIBLE Take an interest in origin, sustainability and healthy choices. Copyright 2018 Accenture. All rights reserved. 5

6 AND MILLENNIALS ARE RUNNING THE SHOW DESIRE DECIDE DELIGHT Health and Wellness Social Footprint Experiences Fragmentation Switching Peer Influence Personalisation Relevance Authenticity Copyright 2018 Accenture. All rights reserved. 6

7 DIGITIZATION OF EVERYTHING IS EVERYWHERE IT CONTINUES TO IMPACT A GREATER NUMBER OF CONSUMERS New technologies continue to disrupt customers: AI-based Digital Assistants Voice-enabled devices Smart technologies (IoT) VR / AR Blockchain 11% -3% 21% -5% 51% +4% 17% +4% Increased Speed / Higher Digital Intensity more Source: Global Consumer Pulse Research, Accenture, 2017 Copyright 2018 Accenture. All rights reserved. 7

8 PATH TO PURCHASE FOR DIGITAL CONSUMERS 43% would be encouraged to make a purchase after seeing an item on Pinterest 62% of young women aged access social media sites on a daily basis DIGITAL IS SHAPING A NEW WAY TO INTERACT WITH CONSUMERS ACROSS THE WHOLE WORLD. 53% want to use their mobile to quickly and easily compare prices when out shopping 41% want to receive real time promotions & discounts they might be eligible for when instore 39% take information on social media into account when making a purchasing decision Source: Planet Retail, WEF, Accenture Research 58% Of consumers use a mobile asset for shopping activities 32% compare products prices and read reviews when out shopping 20% Have interacted with instore staff equipped with tablets Copyright 2018 Accenture. All rights reserved. 8

9 YOUR CUSTOMERS AREN T JUST COMPARING YOU TO YOUR COMPETITORS They are comparing you to the best marketing they ve experienced anywhere Web Site Mobile App In-Store Advertising Content Communications Loyalty Program Service Copyright 2018 Accenture. All rights reserved. 9

10 CUSTOMERS ARE TRANSFORMING FASTER THAN ORGANIZATIONS They ve completely redesigned their core processes RELATIONSHIP MANAGEMENT PROCUREMENT TRAINING FINANCE HIRING TRAVEL Copyright 2018 Accenture. All rights reserved. 10

11 EMBRACE THE DIGITAL EXPERIENCE PARADOX STRONG BRANDS USED TO BE SOLID NOW THEY ARE LIQUID. RETAILERS NEED TO DESIGN A BRAND CONTINUOUSLY WITH USERS. INTERACTION BY INTERACTION STORES will increasingly blend digital and physical capabilities MESSAGING DIGITAL COMMERCE experiences will be enhanced with new innovations MOBILE capabilities will expand exponentially while customer adoption increases SOCIAL networks will emerge as new commerce, influence, and engagement channels MESSAGING will enable persistent engagement and personalized experiences Copyright 2018 Accenture. All rights reserved. 11