The Empowered Consumer EraSteve Laughlin

A new set of digital transformation drivers is impacting all levels of society

Mobile revolution

Social media explosion

Hyper-digitization

Power of analytics

Individuals

Enterprises

Industries

Services

Products

These technologies are impacting how customers shop and how companies must respondCompanies are improving… …in an effort to combat Amazon

CEO’s realize that these technologies will force a real change in their go-to-market approach

Source: Q1 “What are the most important external forces that will impact your organization over the next 3 to 5 years?”

External forces that will impact the organization

68%

69%

71%

2004 2006 2008 2010 2012

Technology factorsTechnology factors

People skills

Market factors

Macro-economic factors

Regulatory concerns

Globalization

Socio-economic factors

Environmental issues

Geopolitical factors

Source: Q1 “What are the most important external forces that will impact your organization over the next 3 to 5 years?”

Customer’s expectations have been raisedInstrumented Interconnected

Intelligent

Know Me

Offer to Me

Support Me

Interact with Me

These new expectations are not just impacting B2C…B2B is affected as well

A large distributor of process logic controllers used technology and an improved supply chain to improve how quickly their engineers could get the parts they needed

So, where do you need to focus…

1 Listen and Learn

Listening with social analytics

Learn from consumer controlled content

Identify factors of influence and motivation

1Enable and Execute

Single View of Consumer across channels

Design the experience

Actionable analytics

1Empower the Consumer

Consumer selects interaction channel

Personalized across channels

Consumers as advisors and advocates

…This is not optional!

At An Inflection

Point

Adapting To Change

Waited Too

Long

“The world has changed. Our customers have changed. We have to change too."

- Jim Cantalupo, former chairman and CEO of McDonald's in 2003

"I will buy it in your store...use it while I order another one for 75% less on

Amazon and then return it, It's shoppers like me that are multiplying…”

- Best Buy shopper

“It's not like they didn't see it coming. Kodak hesitated because they didn't want to eviscerate their business.”

- Rupert Goodwins, editor of ZDNet

Thank you