1. Connecting customers in a multi-channel world
Personalisation
Connecting customers in a multi-channel world

2. @ballantine70 matt.ballantine@theiggroup.com
about me
@ballantine70

3. The slides & links: The report: http://www.igdigi.com/TheMarketer

6. research rationale 65 organisations interviewed
Structured and open questions
Interviewees from marketing, IT, customer experience and general management

7. ahead of the curve

8. perceived adoption by sector
TMT
Business services
Financial Services
Education

9. multi-channel

10. who owns digital?

11. 3 stages of digital evolution
Decentralised
Centralised
Chaotic

12. Who to look to?

14. The slides & links: The report: http://www.igdigi.com/TheMarketer