The $6 trillion opportunity: Digital can improve customer experience and revenue growth.

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Get your share of the
$6.2 trillion
Switching Economy!
www.accenture.com/Customer2020

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It’s never been
harder to deliver
profitable revenue
growth

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Digital has disrupted consumer dynamics
requiring a new customer experience
Compared to
10 years ago...
Halfrely much more on other
people's experiences/
reviews to inform
decisions.
Today...
More than
one third
want more digital interactions
than proposed by providers

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64% of consumers
switched providers
due to poor service in
at least one industry

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More than 80% of
poor service
switching could be
avoided through
better resolution

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Marketing, Sales and Customer Services
executives need a new, more relevant model
Today’s customer journey is dynamic, accessible and
continuous
Discover
UseConsider
Evaluate
Purchase
Expectation
Promise
Reality
Delivery

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Every customer is a digital customer, but
not all move at the same speed/pace
Companies must be “multispeed”, customer centric
organizations for four customer segments:
Traditional
They rely on traditional
channels and interactions.
Even then, they leave digital
traces.
Experimental
They selectively engage in
digital for utility value,
discovering how the
experience improves.

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Every customer is a digital customer,
but not all move at the same speed/pace (cont.)
Companies must be “multispeed”, customer centric
organizations for four customer segments:
Digital Savvy
They make digital technology
part of all dimensions in their
life. Mobile access is key.
Transitional
They strive to leverage
digital more broadly but may
not always be able to do so.

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Providers’ Struggle to Keep Pace
Globally, problems of the past and digital challenges of
today are key hurdles:
1 Missing out on customer retention, hurting
revenue growth
Out of the downturn,
consumer spend recovers in
key industries and markets.
Intent to buy less from
current companies grew
(+40%) in same period.

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Providers’ Struggle to Keep Pace (cont.)
Globally, problems of the past and digital challenges of
today are key hurdles:
2 “Dis-Loyalty” programs
Customer loyalty
program adoption grew
greatly across sectors.
For more than half, key driver
is access to best deals focused
on “short-term loyalty”.

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Providers’ Struggle to Keep Pace (cont.)
Globally, problems of the past and digital challenges of
today are key hurdles:
3 Unprepared to face disruptors
44% would be open
to offers from non-
traditional players.
Many established
providers are slow to adapt
to new business models.

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Switching economy is estimated at $6.2
trillion revenue globally
Switching Economy – 5 year growth
(total potential estimate, in trillion US$, constant values)
* Countries: Australia, Belgium, Brazil, Canada, China, France, Germany, India, Ireland, Italy, Japan, Mexico,
Singapore, South Africa, Spain, UK, USA
25%
2.2
Global
Key markets*
Mature
Key markets*
Emerging
Key markets*
6.2
4.9
4.0
3.2
1.7
26%
29%
2014
2010

13. Copyright © 2015 Accenture. All rights reserved.
Get your share of the
$6.2 trillion
switching economy!
Download the Accenture
“Customer 2020: Are You Future-Ready
or Reliving the Past?”
research findings and insights
for revenue growth at:
www.accenture.com/Customer2020
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