This document discusses how customer identity and experience are driving digital business trends. It notes that CEOs see technology advances and digital disruption as top trends transforming expectations. Many organizations are adopting IoT and improving their online customer experience. The document advocates that building customer trust through privacy and consent is key to enabling frictionless transactions across channels. It positions ForgeRock as the leading identity security platform to help businesses connect old and new systems to engage customers through a unified digital identity.
DIGITAL TRANSFORMATION
http://www.pwc.com/gx/en/ceo-agenda/ceosurvey/2016/retail-and-consumer.html
19th Annual Global CEO Survey: Retail and consumer industry key findings (2016)
74 percent of retail CEOs rate technology advances as one of the top three global trends likely to transform wider stakeholder expectations of their business
IOT
Survey Analysis: Early Adopters of Internet of Things Poised to Make 2016 the Year of the Customer (February 2016) rhttp://www.gartner.com/document/3210417?ref=solrResearch&refval=169314935&qid=21257400e8d4669e383da28162b7510f
the number of organizations adopting IoT will grow 50% in 2016, reaching 43% of organizations overall
In aggregate, the majority of organizations (64%) will eventually implement IoT
OMNICHANNEL
Mastering The Art Of Omnichannel Retailing (December 2015) https://www.forrester.com/report/Mastering+The+Art+Of+Omnichannel+Retailing/-/E-RES129320
In the age of the customer, truly customer-obsessed retailers are actively investing and working to develop and deliver a seamless shopping experience across all touchpoints.
Second only to mobile, 45 percent of multichannel retailers surveyed specifically cited omnichannel capabilities among their top initiatives for 2015.
CUSTOMER EXPERIENCE
Digital transformation in the age of the customer (October 2015) https://www.accenture.com/us-en/insight-digital-transformation-age-customer
The Customer Experience Is At The Heart Of Digital Transformation
63% of businesses plan to improve the 'online customer experience in the coming year
Image source: http://www.atlantichealinghemp.com/2016/02/07/3-easy-steps-to-a-simple-balanced-life/
connected consumer – risks and rewards
Daniel
Leverage existing technology to innovate and build meaningful customer engagements