Connecting customers in a multichannel world http://igdigi.com/UBM The social challenge Connecting customers in a multichannel world http://igdigi.com/UBM
@ballantine70 matt.ballantine@theiggroup.com
Katie’s section on the future
© 2012 Forrester Research, Inc.
2014
Research rationale 65 organisations interviews Structured and open questions Interviews from marketing, IT, customer experience professional and general management
Ahead of the curve
Perceived adoption by sector TMT Business Services Financial Services Education
Adoption Multichannel
Who owns digital?
Three stages of evolution Chaotic Centralised Decentralised
Exemplars DECENTRALISED CENTRALISED CHAOTIC
The road ahead
Three takeaways Stages of evolution Networks versus media Looking outside of your sector 1. Three stages of evolution 2. Social networks vs social media 3. Don’t limit yourself to your sector 4. Integrate and retain traditional methods/tools that work Katie’s section on the future
Connecting customers in a multichannel world http://igdigi.com/UBM The social challenge Connecting customers in a multichannel world http://igdigi.com/UBM