Skip to Main Content
Access your saved content
Watch how businesses can transform the customer experience.
As every business is becoming a digital business, every company is becoming a software company. Naturally, every customer is becoming a digital customer. Digital has enabled a “360 degree view of the customer,” and with it unleashing a rapidly growing amount of new kinds of customer data well beyond traditional areas such as loyalty, demographics and past purchase histories.
Customers are increasingly using social channels and alternate community forums not only to connect, but to share finds, insights and feedback with each other – and are using a variety of devices to engage. Location-based data, coupled with other data sources such as cookies, click-stream data, usage information and information from sensors, savvy marketing executives are piecing together these digital breadcrumbs and gaining a richer understanding of what their customers see, experience, engage with and ultimately purchase.
The Technology Labs’ Digital Customer Strategic Innovation Initiative focuses on three areas:
How to structure the customer genome – the DNA of what every business should know about their digital customers,
How to turn the rich amount of information into insights about customer behaviors and both understand and predict buying and behavior patterns
How to create new experiences within product discovery, time-based behavioral events, as well as social connections such that the brand is seen as an extension of customers’ identities and the business is seamlessly woven into the lifestyles of their customers.
Lead: Serena Cheng – Technology Labs R&D Senior Manager
Skip Footer Links