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Engaging the digital consumer in the new connected world

The consumer electronics industry is at an inflection point.

Overview

With the Internet of Things (IoT) rapidly becoming a reality and devices connecting every aspect of consumers’ lives, the shift to a new, connected world signals another tidal wave of industry transition.

New findings from the “2015 Accenture Digital Consumer Survey” indicate that consumers find smart devices increasingly relevant to their lives, and are inspired by the possibilities of the connected world.

But to gain the consumer confidence that will move their products and services from early adoption to mainstream use, consumer electronics companies need to break through a crowded marketplace with strong digital brands and offer phenomenal customer experiences right out of the box—including providing a level of security and privacy that will inspire consumer trust.

Digital Consumer Survey

Learn more about some of the key findings from the 2015 Digital Consumer Survey in this infographic.

Background

The 2015 Accenture Digital Consumer Survey for communications, media and technology companies was conducted online between October and November 2014, with 24,000 consumers in 24 countries: Australia, Brazil, Canada, China, Czech Republic, France, Germany, India, Indonesia, Italy, Japan, Mexico, Netherlands, Poland, Russia, Saudi Arabia, South Africa, South Korea, Spain, Sweden, Turkey, United Arab Emirates, United Kingdom and the United States.

The sample in each country is representative of the online population, with respondents ranging in age from 14 to 55 and over. The survey polled respondents about their usage, attitudes and expectations related to digital device ownership, content consumption, broadband constraints, digital trust and the Internet of Things (IoT).

The 2015 Accenture Digital Consumer Survey for communications, media and technology companies was conducted online between October and November 2014, with 24,000 consumers in 24 countries: Australia, Brazil, Canada, China, Czech Republic, France, Germany, India, Indonesia, Italy, Japan, Mexico, Netherlands, Poland, Russia, Saudi Arabia, South Africa, South Korea, Spain, Sweden, Turkey, United Arab Emirates, United Kingdom and the United States.

The sample in each country is representative of the online population, with respondents ranging in age from 14 to 55 and over. The survey polled respondents about their usage, attitudes and expectations related to digital device ownership, content consumption, broadband constraints, digital trust and the Internet of Things (IoT).

Recommendations

A Battle to Engage the Consumer
The battle is on to engage the consumer, and the stakes are high. The industry is showing consumers the relevance of smart devices and inspiring purchases among early adopters.

To achieve widespread appeal and mainstream adoption, consumers need confidence in the:

  • Service or device
  • Experience
  • Brand

By employing analytics and digital science throughout the customer life cycle, delivering rewarding customer experiences from pre-purchase through device or service end of life, and empowering digital trust, consumer electronics companies will build digital brands that break through the noise and lead the industry as it transitions to the new, connected world.

Build leading digital brand via integrated experience design and analytics
Digital brands are built by developing a true end-to-end experience, which encompasses every customer touchpoint across their life cycle.

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