New imperatives for customer experiences by Scott Neuman IBM CMO CEE

1. NewImperativesforCustomerExperiences
Scott Neuman
@scottneuman41
IBM

2. Source: Question CEO1–Who has the most influence on your strategic vision and business strategy?; n=884 [CEO only]
Customers 55%
C-Suite 78%
Board of Directors 53%
Corporate strategy function 44%
Non-exec senior leadership 26%
Key business partners 25%
Parent company 23%
Market ShiftVoice of the board: key influencers on business strategy

3. 46%
Today
90%
3 to 5 Years
Source: Question B2–How strong is your collaboration with customers?; n=2,926 to 2,929
46%
Outperforming organizations not only listen, but collaborate extensively
with customers
Market Shift
90%

4. 90% 32%of consumers expect
personalisation
claim to be highly
effective at engaging
individual customers
only
Source: IBM Institute for BusinessValue and Center for Applied Insights

5. Source: Question B4 What kind of digital strategy does your enterprise have?; n=2,869
Integrated digital-physical strategy
Limited digital strategy
No Digital strategy
31%
33% 36%
Collaboration through digital and physical integration represents the
next wave of innovation
Market Shift

6. 1Treat data as the new natural
resource

8. 2Extend physical experiences
with digital

10. 3Use digital to enhance
personal engagement

11. Available on any mobile device
Lightweight version of .com
1,954,832 Wimbledon apps
downloaded
Mobile
web use

12. 4Create experiences that bring
people together

14. Thank you
@scottneuman41