2016: CX Leaders Will Adopt Agile, Insight-Led Innovation To Fuel Customer Obsession

Deanna Laufer

In 2015, customer experience (CX) rose to the No. 1 priority for business and technology leaders. In 2016, it will be among the top 10 critical success factors determining who will win and who will fail in the age of the customer. And for good reason: Better customer experience correlates with stronger revenue growth. But this is only true when competitors provide meaningful differences in the experiences they offer and unsatisfied customers have the freedom to jump ship when treated poorly. So in order to reap the benefits that better CX can provide, in 2016, companies will need to get down to the real business of not only providing good experiences but also breaking away from the pack with meaningful internal operational changes.

This won’t be easy, because success in the age of the customer requires shifting to a customer-obsessed operating model that puts customers at the center of all strategic decision-making. In 2016, leaders will tackle the challenge of making this shift; laggards will underestimate the magnitude and speed of change required and will instead push forward with uncoordinated digital efforts and flawed business priorities.

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The Emergence Of The German Digital Autobahn Ecosystem

Dan Bieler

A few days ago, at an event hosted by Continental, Deutsche Telekom AG, Fraunhofer ESK, and Nokia Networks, I came across an interesting example of an emerging mobile Internet-of-Things (IoT) solution: the initiative to “connect the Autobahn” in Germany. The goal of the Digitales Testfeld Autobahn initiative is to develop a platform that allows a wide range of players to access a common platform for digital services in the context of Germany’s road infrastructure. The event also included a test drive to highlight how driving “assistants” in connected cars could communicate with a latency of about 15 milliseconds. Discussions at the event underlined several insights that CIOs should consider when devising mobile IoT solutions:

  • Ecosystem partnerships create more value for IoT solutions than standalone approaches. At the event, Deutsche Telekom’s CEO, Continental’s Head of Interior Electronic Solutions, Nokia’s VP of Strategy, Fraunhofer-Institute’s Head of Embedded Systems, and Germany’s Minister for Transport all pointed to the necessity for close cooperation to make the “digital Autobahn” platform work. Proprietary OEM technologies will not boost the connected road infrastructure. Continental told us that open IoT systems create more value than closed systems for the company and its customers. To uncover its true potential, the “digital Autobahn” platform will also need to be open to third parties like weather forecasters, retailers, and entertainment companies. This means that CIOs need to support open APIs.
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Predictions 2016: Welcome To The Digital Savvy, Customer Obsessed CIO

Nigel Fenwick

It’s that time of year! The time when every prognosticator comes up with their predictions for the next year. And this year my colleague Pascal and I took the lead in developing our 2016 predictions for the CIO role.

Rather than call out banal and obvious trends I wanted to make a stronger call on the CIO role in particular. In part this is because so many people gleefully post blogs predicting the demise of the CIO. And in part simply because it sometimes feels like I see the role of the CIO differently to many; as first and foremost a business leader.

So will 2016 be the end of the CIO role as we know it?

“No" is my simple answer. In 2016 the Age Of The Customer will further accelerate the role of technology in creating new sources of customer value to drive revenue. As a result we’ll see more and more CEOs expecting their CIOs to help lead their firm toward a clear digital future.

CEOs realize that, increasingly, future growth is tied to their ability to continuously deliver new digital services that create value for customers – across both B2C and B2B business environments. But failure to meet evolving customer expectations will result in losing customers and ultimately lower revenue growth. Without a technology team focused on building the digital platforms of tomorrow, companies cannot hope to keep up with their evolving customer expectations. 2016 will be a pivotal year for CIOs and CEOs – one that will see a significant change in leadership thinking when it comes to a company’s technology capabilities and digital assets.

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In 2016, Financial Services Executives Will Bet Big On APIs

Peter Wannemacher

We’ve just published our Predictions 2016 report, outlining eight shifts that banks and their partners can expect by December 31 of next year. I encourage you to read the full report with all of our predictions here.

As a preview of the report, here are two of our predictions for 2016:

  • APIs and open platforms will take center stage. APIs are becoming the most powerful technology in digital business design. Done right, APIs open new angles for business strategy. Financial services providers have been relatively slow to recognize and act on APIs as an opportunity to transform their businesses and, ultimately, better win, serve, and retain customers.* This will change in 2016, as digital executives collaborate with CIOs to champion big investments in internal, B2B, and product APIs. APIs won’t only help firms increase agility and provide services to clients and partners: They will enable financial firms to build dynamic ecosystems of value, reconnecting a fragmented value chain. They will be part of a wider, and longer-term, shift to open platforms as the foundation of digital financial services strategy.
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Forrester’s Security & Risk Spotlight – Kelley Mak

Stephanie Balaouras

Thanks for tuning in to this week’s analyst spotlight podcast with researcher Kelley Mak! Kelley’s research concentrates on threat and vulnerability management, web content security, email security and overall trends in security architecture and operations. Kelley is currently working side by side with Read more

The Race To Digital Mastery Is On In 2016

Martin Gill

When it comes to digital, we are at a pivot point. Digitizing your business isn’t about technology: it’s about customer obsession - and in 2016, it will be among your ten critical business success factors helping position your firm for success in the Age of the Customer. In fact, next year will be a year of consequence: those firms that “get digital” will begin to pull ahead, and those firms that don’t will begin to look increasingly archaic, facing the risk of extinction.

The preliminary results from our recent digital business survey are telling. An increasing number of firms are reporting that they have a coherent and comprehensive digital strategy. While this is good news, these firms are still the minority. The vast majority of firms report that their approach to digital is limited at best, and non-existent at worst. But the consistently bleak picture is that most executives think the wrong people are in charge of their digital activities and few (very few) think they have the capabilities to deliver.

But there are some shining lights.

Leading firms like John Deere are pathing the path to digital mastery, demonstrating revenue and share price growth that outpaces less digitally savvy competitors. Executive committees are taking note. Innovation spend is on the rise, digital skills are in hot demand, and a new breed of digitally savvy senior leaders is finally emerging.

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2016 Predictions: Key Trends Will Transform Mobile Engagement

Julie Ask

2016 will be the most consequential year for companies on the path to customer obsession, and that includes adapting to empowered customers who expect to get anything they want immediately, in context on their mobile devices.  Today that represents nearly 50% of consumers in the U.S. alone. The consumers pick up their mobile devices 150 to 200 times a day. In aggregate, that adds up to nearly 30 billion mobile moments each day. These mobile moments are the next battleground where companies will win, serve and retain their customers. Tragically, few companies will make the leap. Those that do will reap the rewards.

 

What role does mobile play in customer obsession, and how can businesses leapfrog their competition to deliver superior customer experiences? Here are three ways Forrester predicts mobile will change the ways business leaders operate in 2016.

 

1. Mobile will act as a catalyst to transform businesses in the Age of the Customer.

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Forrester’s 2016 Data Predictions: Out With Data Pack Rats. Turn Data Into Action

Jennifer Belissent, Ph.D.

Instinctively we know that it is not just about collecting the data. Big and bigger doesn’t necessarily make you smart and smarter.  It just makes you one of those pack rats that has piles of stuff in all corners of your house.  Yes, it might be very well organized and could have a potential use that makes it work keeping. But will you ever take it out and use it? Will you ever really benefit from what you’ve so painstakingly collected? Likely not.

Image GalleryDon’t be a data pack rat.  This is the year to turn your data into actions and positive business outcomes.

In 2016, the energy around data-driven investments will continue to elevate the importance of data and create incremental improvement in business performance for many but some serious digital disruption for others.  Here are a few of our data predictions for 2016.

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How mobile will transform business in 2016

Thomas Husson

With my peers Julie A. Ask, Jeffrey S. Hammond, Michael Facemire, Tyler Shields, Christian Kane, Jennifer Wiseand many other analysts, we put together our thoughts in a new 2016 Mobile predictions report on what to expect in the mobile space next year across industries and roles.

We believe 2016 will be the most consequential year for companies on the path to customer obsession, and that includes adapting empowered customers who expect to get anything they want immediately, in context on their mobile devices.

What role does mobile play in customer obsession, and how can businesses leapfrog their competition to deliver superior customer experiences? Here are three ways Forrester predicts mobile will change the ways business leaders operate in 2016.

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Forrester’s 2016 Predictions: All That Data Will Finally Drive Business Action

Carlton Doty

Do you consider yourself “data-driven”? If you’re like most business and technology leaders, you do. But the reality is that most businesses have only scratched the surface when it comes to transforming all of that data into insight that drives real business action. In our 2016 predictions report, my colleagues Brian Hopkins, Jennifer Belissent, PhD., and I predict what will happen in the hottest areas of big data, analytics, business intelligence, and systems of insight — and tell you what to do about it. Here’s a sneak at just a few highlights:

  • Chief data officers (CDOs) will gain power, prestige, and presence . . . for now. The trend toward appointing a CDO accelerated in 2015, and will continue in 2016.  CI pros should take advantage of this. How? Extend customer insights beyond marketing to drive a culture of insights-to-execution across the organization.
     
  • Firms will try to come to terms with data science scarcity. Two-thirds of firms will have built predictive systems capability by mid-2016, but will struggle to find data science talent. Customer insights teams must increase analytic yield without waiting for hard-to-find data scientists. How? Some analytics platforms from vendors like AgilOne, Custora, and Origami Logic can empower business users without a rigorous statistical background.
     
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