User and Digital Revolution

D96335287ff55cbbfda8cc087058482b?s=47 Paul Boag
February 23, 2017

User and Digital Revolution

Digital has changed the world. But most of all it has changed customer behaviour. That means whatever our sector, our businesses will need to adapt. But how do we do that and what does a digital first company look like?


Paul Boag

February 23, 2017


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    I am a user experience consultant, speaker & author of

    Digital Adaptation. I help companies meet the needs of digital consumers. Paul Boag. Boagworks Ltd LIKES TO BE INTERRUPTED
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    Digital strategy, chief digital officers, digital teams, digital first, digital

    strategy, digital innovation, digital governance…
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    Expect better customer service @Acme. I have a question. 

    Can you help? Posted 10 minutes ago Why haven’t they replied yet?
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    Buyers are increasingly becoming a younger generation. A generation who

    is used to using products that are easy to use and now they expect that from their B2B solutions. Leo Bley, PWC
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    By 2018, 67% of the CEOs of Global 2000 enterprises

    will have digital transformation at the center of their corporate strategy. Gartner
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    There’s no longer any real distinction between business strategy and

    the design of the user experience. The last best experience that anyone has anywhere, becomes the minimum expectation for the experience they want everywhere. Bridget van Kralingen, Senior Vice President of IBM Global Business Services
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    125,000 large organizations are launching digital business initiatives now and

    that CEOs expect their digital revenue to increase by more than 80% by 2020. Gartner
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    B2B and B2C face similar challenges: — Need online visibility.

    — Desire word of mouth recommendation. — Fear negative online reviews. — Want a wider global audience. — Are increasingly selling based on service and support. — Recognise the value of a good customer experience.
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    - Increased conversion. - Increased average value. - Improved loyalty.

    - More recommendations. - Lower customer service cost. - More repeat business. - Lower cost of sales. - Improved brand perception. - Improved brand awareness. - Improved offering. - Lower marketing costs. - Lower product development costs. - New product innovations. - Faster to market. - It differentiates. Opportunities of a great digital experience
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    Apple refined an entire sector with the launch of iTunes,

    decimating high street music sales.
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    Ultimately digital is about people and not technology. It is

    about better serving the connected customers. Brian Solis
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    89% of customers have said they will (or have) stopped

    doing business with a company after a single poor customer experience. Customer Think
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    Bureaucracies are honed by the past and almost never can

    they deal effectively with the future. Leroy Hood
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    A bolt on approach has led to some big failures

    Birmingham Council £2.5 million (£2m over budget) Department of Trade and Industry £11.78 per visit $319 million. Set to rise to $677 million.
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    69% of customers say that they feel really good about

    both the company and themselves when they are able to answer a question or solve a problem related to that company on their own. Millennials: Customer, Serve Thy Self
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    Expenditure on digital Effectiveness of site Cost vs Effectiveness Redesign

    project Site begins to damage brand An ongoing investment
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