James McCormick, Senior Analyst – Forrester Research
[email protected]
@JFMcCormick
Here are my notes for the Digital Velocity conference
- The customer insights challenge
- A blueprint for digital marketing
- Assessment of suite adopters
- Strategies for success
The Changing Customer Behavior
- The number of ways customers engage had exploded
- Digital channels dominate (Google, Amazon.com, store website, search engines, etc.) Only offline channels are family/friends and physical store.
- The digital landscape is changing – tablets and phones
- Websites are now getting more traffic from tablets than smartphones
- Internet users view 70% more pages on a tablet than a smartphone
- Customers’ multi-channel behavior is complex (across phone, PC and tablet) – 22% engage multiple channels simultaneously
- Multiple devices have given birth to the always addressable customer
- Multiple devices
- Frequent Access
- Multiple locations
