Customer Engagement: Disruption Enablement and Trends

The Digital Essentials, Part 3

Developing a robust digital strategy is both a challenge and an opportunity. Part 3 of the Digital Essentials guide series explores five of the essential technology-driven experiences customers expect, which you may be missing or not fully utilizing.

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Mark Polly, a Director at Perficient, recently wrote a blog post about customer engagement while attending CET World in New York this week.  Today’s consumer is in the driver’s seat, controlling the path to purchase at every step.  Companies talk about the customer driving the process but the actual methods to engage do not often reflect this reality.  We briefly talked about this in the Consumer Markets most recent webinar in that the purchase path is not a linear or one way, and therefore neither can the engagement process be the same.  The keynote speaker at CET World, Ryan Craver opened his speech discussing how to harness disruption in regards to customer engagement.

Think about disruption caused by connected devices and applications – Uber, OpenTable, etc.There are 3 key enablers to
There are 3 key enablers to disruption today:

1. Connectivity – by 2020 80% of adults will have smartphones.  Think about disruption caused by connected devices and applications – Uber, OpenTable, etc.

2. Scalability – infinite computing resources are becoming available.

3. Distribution – limitless touch points and borderless commerce via Amazon, Etsy, etc.

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