« Les entreprises qui n’appréhendent pas le parcours client ne pourront jamais entrevoir le potentiel d’optimisation et d’innovation de celui-ci. » Brian Solis
Back in 2012, digital analyst Brian Solis defined Generation C as the “Connected Consumer.” He pointed out that anyone who integrates technology into their daily routine, regardless of age, shares certain qualities.
“It is how people embrace technology, from social networks to smartphones to intelligent appliances, that contributes to the digital lifestyle that is now synonymous with Gen C,” he wrote.
The 2016 State of Digital Transformation
Big role for CMOs. Are they ready?
The data shows people are starting to do the right thing such as using customer journey maps and trying to understand the connected customer. These things show companies want to learn and change. But it’s still nascent. Most companies are still in the second or third stage, although some are beginning to spread their wings to reach the fourth or fifth stage like Sephora and Starbucks. But at the end of the day, there’s still much to learn in the organization especially around customer experience.
A new Altimeter report said that the CMO most often leads digital transformation, while the CIO and CTO only account for 19% of these initiatives.
Customer Experience (CX) is a difficult process, because so many stakeholders interpret CX differently and then prioritize investments and resources accordingly. The IT-Department thinks it’s about technology. The Marketing-Department thinks it’s about omnichannel. The department customer service focuses on contact touchpoints. The Advertising-Department activates experiential events and campaigns. And the executives ask for customer data and make decisions based on narrow inputs and more so cognitive biases. I could go on and on.
Analyst Brian Solis pointed out that the CMOs of the organizations are leading the digital transformation, as it they who are driven by customer demand. The CIOs and CTOs are far behind when it comes to undertaking digital initiative
“Los esfuerzos en la experiencia del consumidor pueden equipararse al corazón y al alma de la transformación digital”
“El Darwinismo digital beneficia a las empresas que invierten en el cambio”
“I think we are at a point where companies recognize that you can only get so far if you continue to work in old ways and use new technology in old ways,” Solis said. “This is why you see marketing departments becoming bigger than what they were yesterday. They’re becoming more of an integrated unit across the enterprise. And now we’ll start to see groups that disparately operated in the customer journey are now collaborating in the customer journey because they have to deliver this heightened experience.”
The top three transformative initiatives — accelerating innovation, modernizing IT infrastructure and improving operational agility — typically fall under the responsibility of IT, but a disconnect exists between the trends driving change and the individuals who lead the efforts, according to Brian Solis, principal analyst at the research and advisory firm.