Businesses are transforming themselves digitally, looking to become more agile and serve their customers better. Digital services build closer, more personal relationships with customers, increasing satisfaction and advocacy.

1. Businesses are transforming themselves digitally, looking to become more
agile and serve their customers better. Digital services build closer, more
personal relationships with customers, increasing satisfaction and advocacy.
digital customer experience:
build trust, inspire loyalty,
improve services

2. why digital transformation?
According to research from MIT and Capgemini, enterprises
benefit from digital transformation in these top three areas.
improve
the customer
experience
enhance
existing products
and services
expand
reach to new
markets
40% 41% 40%

3. build trust
In healthcare, consumers want to interact online with their providers.
It allows them to personalize care and access ongoing support.
75%
24%
40%
22%
.3m140%
consumers will
communicate with
doctors online
consumers
want online
advice on health
questions answered by
doctors on patient-to-doctor
social network HealthTap
video conferencing
reduces hospital
admissions by
automated
reminders
reduce
no-shows
want online
appointment
reminders

4. inspire loyalty
Travelers able to use their smartphone to personalize their stay are more
loyal and stronger brand advocates. MCD Partners identified the four most
popular digital services.
80%
73%
4%
use
smartphone
for automated
check-in
offers
based on
personal
data
request a late checkout
using smartphone
7set personal
preferences in advance
73%
hotel

5. improve services
Technologies such as NFC ticketing are transforming the transport
industry by increasing efficiency and improving the customer
experience. This is the result of 10-month NFC ticketing trial by
Orange in Malaga, Spain.
customer
satisfaction
want system and
recommend
journeys made
users using
smartphones
timetable checks
94%
/108.2
110
30007500

6. understand customers
infographic created by Futurity Media
sources: MIT, Cap Gemini, Cisco, Deloitte, Healthtap,Sesame Communications, MCD Partners, Orange, IBM and Forrester
Research.
Big data analytics are helping businesses handle the vast
quantity of information to understand customers more deeply.
Research from IBM and Forrester Research looked at the
impact of big data on customer analytics.
predict
customer
behavior
recommend and
personalize
analyze multiple
touch points
uncover new
revenue streams
89% 87%
75% 73%

7. understand customers
infographic created by Futurity Media
sources: MIT, Cap Gemini, Cisco, Deloitte, Healthtap,Sesame Communications, MCD Partners, Orange, IBM and Forrester
Research.
Big data analytics are helping businesses handle the vast
quantity of information to understand customers more deeply.
Research from IBM and Forrester Research looked at the
impact of big data on customer analytics.
predict
customer
behavior
recommend and
personalize
analyze multiple
touch points
uncover new
revenue streams
89% 87%
75% 73%