Mulesoft：消费连接洞察报告（英文版）（33页）.pdf

1、1Consumer ConnectivityINSIGHTS 2018Foreword by Deloitte .3Introduction.6Methodology.8Disconnected experiences can damage customer loyalty.9The future is here instant messaging,cashier-less stores,and more .13Sector analysisBanking.18Retail.23Healthcare.25Government.27Insurance.29Conclusion.32About M

2、uleSoft.33Contents3Foreword by DeloitteIn an increasingly competitive environment,organizations must look for new sources of advantage.The experience a customer has,at every single touchpoint or interaction with an organiza-tion,can make or break that relationship and affect how their brand is perce

3、ived.Customer experience is holistic in nature,and does not focus on any single interaction or feeling,but rath-er on the impact of all of these together.To get customer experi-ence right,all parts of the business need to work together.Customer experience can be a key differentiator in many in-dustr

4、ies.89%of marketing leaders expect to compete primar-ily on the basis of customer experience,compared to just 36%four years ago.At the core of a great customer experience is the ability to provide a seamless experience regardless of touchpoint,yet many organizations are a long way from achiev-ing th

5、is.Businesses are under pressure to deliver more value,at in-creased speed and at a lower cost.The adoption of digital technologies can play a key role,but it requires an organiza-tion-wide approach to do effectively.If an organization can cre-ate an experience that seamlessly connects all the inter

6、actions a consumer has with its brand,and does this in a unique way,it will gain a competitive advantage and potentially have a posi-tive impact on the bottom line.What has stopped organizations from being able to driving change through technology?Whilst there are industry specific challenges that e