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2020: what are your customers expecting?

Author: Infomentum

Author: Rachel Edwards

77% of users claim they leave a site immediately if they experience any difficulty. It’s a shocking stat. One that perfectly illustrates the need for business to continually improve and innovate to keep up with progressive consumer demands.

But I hear what you’re thinking. We've heard this before, but how do we know where consumers will go next? The truth is, nobody knows what 2020 holds. To gain insight into what the market is expecting, Infomentum carried out a survey with over 1000 office workers to look into their opinions, behaviours and expectations for 2020 as both a customer and an employee.

We’re all Generation C

In case you hadn't noticed, age demographics are over. In the age of Generation C, the connected generation, it’s all about linking people through their shared behaviour, interests and expectations. Back in 2014, when we carried out research into Gen C, 54% of respondents identified themselves as part of the connected generation. With the internet embedded in every area of our lives and digital technology booming fast, the Gen C demographic will only continue to grow.

So much, in fact, that the research predicts that by 2020, Generation C will be the dominant psychographic amongst both customers and the workforce. What are Gen C expecting from you?

Buying into 2020

In 2020, it’s not going to be enough that your website is mobile ready; mobile will mean more than just a smartphone. With hyper-connected consumers who are always on the move, they’ll expect an overhaul of the whole buying process.

The 2020 sales Your customers expect an overhaul of the buying process

With the rapid pace of technology advancements it’s not unfeasible that this type of sale could become a reality.

What does it mean for businesses?

We’ll come back to your website because, let’s face it, if your website isn't ready now then it’s time to start working quickly or risk being left behind in the digital boom. It’s not about jumping straight into the 2020 sale by buying into all of the latest technology with no roadmap. Businesses need a solid strategy, a vision and a set of goals to achieve this. Armed with this, you can assess the state of play in your business currently, identifying gaps between where you are now and where you want to be. Then, and only then, is it time to look at technology.

Read more on how you can prepare your business for 2020 in the full report: ‘Beyond Digital: what’s next for businesses in 2020?’.

Strategy first, technology second

Author: Infomentum

Author: Rachel Edwards

I have a Google habit. It’s the curse (or blessing!) of growing up in the ‘digital age’ (but please, don’t call me a millennial). That’s to say that I rely on my smartphone to Google anything and everything. Admit it, you’re guilty too.

Scientists believe that this habit of ‘googling’ everything is actually making our attention spans shorter. It’s a common practise in this ‘digital’ era; throw technology at a problem and it will solve it. That works, right? When it comes to your business, the ‘Google’ effect is not the answer.

Don’t stumble in the dark

To thrive in the digital age, it’s not about having to bring every piece of new or exciting technology on board, and shoehorning it into a place in your organisation. It’s about carrying out your normal business functions and processes more effectively and efficiently. It’s about enabling your employees to better serve your customers.

Just bringing in any technology with no clear roadmap for how this will evolve with your organisation, and solve business problems, is fruitless. There are some scary stats out there telling us that two thirds of digital transformation initiatives fail. But it doesn’t need to be that way.

Strategy first

What experience do you want your partners, suppliers, customers and employees to have? It’s not about the technology. It’s about how they feel when they’re using it; and you certainly don’t want that to be one of frustration or fatigue with the system. Rather than focusing on the technologies you think you need, or that you want, which is an operational move, take the strategic move first.

Consider how anyone interacting with your organisation behaves; whether it’s web, social media, telephone or any other channel. This will help you to identify the processes causing the biggest pain points. Once you understand the gripes in your current processes, you can pinpoint the key areas which could benefit from change.

Technology second

It’s all very well knowing where you need to change today. But how does that help you decide on what your technology stack looks like?

Understanding what you want your business of tomorrow to look like is key to ensuring the changes you make today enable your business to grow. It’s important to consider your culture; how will you manage the change internally and prepare your business to transform? Once you’ve got these details in tow, you’re well on the way to mapping the technologies to which will overhaul your creaking processes and bridge that gap to where you want your business to be.

This might not be something you can carry out alone; many businesses bring in outside agencies with the expertise in user journey mapping and technical architecture. It will certainly pay to consult the experts in the long run for the success of your transformation. They’ve been there, done it and learnt the lessons.

So, before you throw technology at your problem, take a step back to consider the bigger picture. Your business will thank you for it.

Download our whitepaper “Talking Transformation – a CEOs guide to dealing with Digital Disruption” for more information on how to move your digital initiatives forward.

Digital transformation; the Trending Business Transformation

Author: Infomentum

Author: Leigh Hopwood

Gone are the days of focusing on saving money. Business leaders are now looking at either how to simply keep up with their customers, or how they can profit from digital.

The result requires business transformation. Or is it digital transformation? What is the difference?

To be honest, there should be no difference. Or there certainly won't be as time goes by. Becoming a digital business could be compared to the days of computerising your business back in the 1980s. The installation of a computer to enable you to do your job quicker is no different to implementing a digital strategy in order to operate more efficiently, and deliver a more acceptable customer experience.

Although you might call it digital transformation, what you're actually doing, if you're doing it right, is transforming your business into a modern business ready for the next stage in its life.

Why is this transformation important? What will digital transformation bring to your business?

- Growth and opportunity
- Enable you to take products to market faster
- Exploit the talent in your digital savvy workforce
- Provide a platform for innovation
- Quality customer conversations regardless of channel
- An opportunity to build brand loyalty again
- Huge cost savings - from tech savings, to people

Above all, undergoing digital transformation will enable you to create a sustainable business by remaining competitive.

Sounds great, eh? But where do you start? Check out our Digital Transformation Strategic Assessment and we'll help make sure you've got the right approach to transforming your business.

Why not watch our video on Digital Trends to find out the key technologies disrupting businesses.

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