This week at Gartner 360, I am presenting an overview of how companies must embrace the use of digital, social and mobile technologies to create and deliver new sources of value to meet the needs of today’s empowered consumer. We often discuss the forces of digital, mobile and social as transformational, as they strip away the boundaries of time, distance, and mobility that have constrained humans for millennia. The unrestricted freedom to communicate, explore, and choose has, in turn, reshaped customer expectations of not only value, but also trust and transparency. These “free” customers both demand and create transparency, as with the simple tap of a finger, people can find out virtually everything about any company. There is simply no way to hide or “spin” the facts, and if you do, you violate the trust that will dissipate in an instant in today’s socially networked world. To earn the trust of “free” customers in a transparent world requires companies to truly differentiate and effectively engage their consumers on a more human and authentic level through digital, mobile and social technologies. These are exciting times to say the least; times that are causing us to be increasingly digital AND human in the quest to capitalize on this new model for delivering value and building trust. What do you think?
Global Leader, IBM Smarter Commerce