Brian urged us to consider “Embrace” the new “Engage,” as empathetic brands who proactively listen are putting themselves in ahead. Co-creation is replacing advertiser-created messages that have been historically shoved down the consumer-throat until the messages are automatically tuned out.

Emergence du live streaming, prépondérance du recours au cloud ou encore accélération du réflexe mobile first. L’analyste américain Brian Solis dévoile les 26 tendances numériques 2016-2018 disruptives pour l’entreprise. Décryptage de cinq points essentiels sur lesquels les PME doivent se positionner dès maintenant.

Altimeter and Phronesis Partners surveyed 528 strategists and executives in North America and Western Europe across various industries about digital transformation. Perhaps troublingly, solid majorities of respondents rated each of six potential obstacles as “challenging” or “very challenging.”

« Les entreprises qui n’appréhendent pas le parcours client ne pourront jamais entrevoir le potentiel d’optimisation et d’innovation de celui-ci. » Brian Solis

Back in 2012, digital analyst Brian Solis defined Generation C as the “Connected Consumer.” He pointed out that anyone who integrates technology into their daily routine, regardless of age, shares certain qualities.

“It is how people embrace technology, from social networks to smartphones to intelligent appliances, that contributes to the digital lifestyle that is now synonymous with Gen C,” he wrote.

The 2016 State of Digital Transformation

Big role for CMOs. Are they ready?

The data shows people are starting to do the right thing such as using customer journey maps and trying to understand the connected customer. These things show companies want to learn and change. But it’s still nascent. Most companies are still in the second or third stage, although some are beginning to spread their wings to reach the fourth or fifth stage like Sephora and Starbucks. But at the end of the day, there’s still much to learn in the organization especially around customer experience.

A new Altimeter report said that the CMO most often leads digital transformation, while the CIO and CTO only account for 19% of these initiatives.

Customer Experience (CX) is a difficult process, because so many stakeholders interpret CX differently and then prioritize investments and resources accordingly. The IT-Department thinks it’s about technology. The Marketing-Department thinks it’s about omnichannel. The department customer service focuses on contact touchpoints. The Advertising-Department activates experiential events and campaigns. And the executives ask for customer data and make decisions based on narrow inputs and more so cognitive biases. I could go on and on.