of customers of consumers - accenture · 11/22/2017 · accenture gcpr hyper relevance infographic...

73% OF CEOS acknowledge the need for products, services and experiences that are more meaningful to their customers. What’s driving their interest in “hyper-relevance”? Changing customer expectations, of course. 87% of consumers believe it’s important for companies to safeguard data privacy. Look beyond the traditional customer journey. Identify and prioritize areas where hyper-relevance can deliver added—and unexpected—value. Rethink data. Predictive analytics, AI, machine learning and digital assistants bring a new level of understanding. Earn trust continuously. The trust consumers place in companies is as critical as the data itself. Sustain it with rigorous processes and governance models. 73% find not being able to trust a company with personal information a top source of frustration. Personalization—which is designed around relatively “constant” aspects of a consumer’s life such as buying patterns or demographics—has its limits. As customer expectations evolve, so must the experiences that companies deliver. THESE DIGITAL TECHNOLOGIES CONTRIBUTE TO HYPER-RELEVANCE: Artificial Intelligence Predictive Analytics Digital Assistants Hyper-relevance allows companies to keep pace with the “non-constants” and changing circumstances of consumers’ lives. Whereas the value of personalization plateaus over time, the value of investments in hyper-relevant experiences continues to grow. Hyper-relevance and trust are intertwined. Nearly a third of consumers expect the companies with which they engage to know more about them. And two-thirds are willing to share personal information. But only if they get something in return. And only if their data is secure. HELLO, HYPER-RELEVANCE 01 02 03 TWO SIDES OF THE RELEVANCE COIN CAPTURING THE VALUE OF HYPER-RELEVANCE REQUIRES THREE THINGS: 48% OF CONSUMERS already expect specialized treatment for being a good customer. 33% OF CUSTOMERS who abandon business relationships do so because personalization is lacking. Copyright © 2017 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 44% OF CONSUMERS use a digital assistant

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Page 1: OF CUSTOMERS OF CONSUMERS - Accenture · 11/22/2017 · Accenture GCPR Hyper Relevance Infographic Author: Accenture Subject: Read the Infographic about GCPR Hyper Relevance Keywords:

87%of consumers believe it’s important for companies to safeguard data privacy.

Look beyond the traditional customer journey. Identify and prioritize areas where hyper-relevance can deliver added—and unexpected—value.

Rethink data. Predictive analytics, AI, machine learning and digital assistants bring a new level of understanding.

Earn trust continuously. The trust consumers place in companies is as critical as the data itself. Sustain it with rigorous processes and governance models.

73%find not being able to trust a company with personal information a top source of frustration.

Personalization—which is designed around relatively “constant” aspects of a consumer’s life such as buying patterns or demographics—has its limits. As customer expectations evolve, so must the experiences that companies deliver.

THESE DIGITAL TECHNOLOGIES CONTRIBUTE TO HYPER-RELEVANCE:

Artificial Intelligence

Predictive Analytics

Digital Assistants

Hyper-relevance allows companies to keep pace with the “non-constants” and changing circumstances of consumers’ lives. Whereas the value of personalization plateaus over time, the value of investments in hyper-relevant experiences continues to grow.

Hyper-relevance and trust are intertwined. Nearly a third of consumers expect the companies with which they engage to know more about them. And two-thirds are willing to share personal information. But only if they get something in return. And only if their data is secure.

HELLO, HYPER-RELEVANCE

010203

TWO SIDES OF THE RELEVANCE COIN

CAPTURING THE VALUE OF HYPER-RELEVANCE REQUIRES THREE THINGS:

48% OF CONSUMERS already expect specialized treatment for being a good customer.

33% OF CUSTOMERS who abandon business relationships do so because personalization is lacking.

Accenture, its logo, andHigh Performance Deliveredare trademarks of Accenture.

44% OF CONSUMERSuse a digital assistant

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