Only 24% of customers feel loyal to the brands they purchase.
65% of customers switched providers in 2013 due to poor service.
31% of customers switched due to lack of customized offers.
Digital customers are always connected at home, at work and at play.
They browse, book and buy products and services in person, online and on the go. No matter your business model, your digital customer expects you to know them, anticipating and delivering what they want across all channels. If you do this, your company will win.
Digital technologies have disrupted everything. Anywhere and everywhere, everyone is a digital customer — consumers, shoppers, patients, physicians, travelers, guests, drivers, riders and diners.
As people move throughout their day, their needs and behaviors blur traditional industry lines. This is shaping a whole new ecosystem for companies and how they meet the needs of their digital customers.
The new reality that companies cannot ignore
The digital revolution is disrupting so much for companies that serve customers. From rapidly evolving technologies and nimble market players to the growth of omni-channel commerce and the data deluge change is everywhere.
The digital customer is at the heart of it—maybe the most disruptive force of them all. This is a new kind of customer, empowered, engaged and expectant, with more control than ever.
Leading companies know that what worked for yesterday’s customer no longer applies. They recognize that personalization is non-negotiable, targeted content is king, loyalty is not guaranteed and traditional operating models need to evolve.
84% of high-performers recognize strategic importance of digital channels.
One seamless team.
We are the #1 digital transformation consultant based on revenue according to Gartner. Work with the only provider that integrates experience design, technology and analytics so you need just one team end to end. We are highly invested in digital and have built our capabilities by acquiring leading companies in service design and innovation; digital marketing and production; and digital strategy, technology and creative.
Operating in 49 countries with 28,000 digital professionals, we serve you 24/7 with a field-tested global delivery network that is consistent, reliable, fast and scalable. We have digital professionals in the countries in which you operate and can help you balance the need to act globally and think locally.
With more than 4,000 clients in digital, we work across many customer-facing industries—retail, consumer goods and services, life sciences, automotive, travel and hospitality, transportation and industrial—so you get industry know-how, ideas for applying what works in other industries to your challenges and insights into how industry lines are converging in the digital world.
Focus on outcomes.
We offer creative compensation models that tie our fees directly to your desired outcomes. That is how strongly we believe our solutions can help you capture value from the digital customer.
|Customer experience optimization
Creative, customer experience, design and innovation, personalization, social.
Content production, content platform distribution, content strategy, web content management system, web development.
|Sales and marketing services
Customer interaction strategy and blueprint, Marketing ROI analytics, Sales and channel spend optimization, Sales and marketing enablement services, Sales and marketing shared business services, Sales and marketing talent management services.
Commerce optimization, managed run services, order management, platform design and build.
|Customer acquisition and campaign management
Rich marketing content, Targeted segmentation, Timely cross-channel delivery.
|Digital customer service and loyalty
B2B service operation, digital service, field services, loyalty, retention and growth, service excellences.