SlideShare una empresa de Scribd logo
1 de 31
Descargar para leer sin conexión
C O N S U M E R
2 0 2 0
+
CREATING A NEW
GENERATION OF RETAIL AND
EXPERIENCE STRATEGIES
Download the full Consumer 2020 research paper
at: psfk.com/report/cisco-2020
W E L C O M E T O 2 0 2 0 .
TREND REPORTS HAVE BEEN
TALKING ABOUT THE RISING
POWER OF THE INDIVIDUAL
SINCE THE EMERGENCE 

OF DIGITAL MEDIA.
IT CAN BE SURPRISING TO
CONSIDER HOW FAR THAT SHIFT
HAS CONTINUED TO EVOLVE,
DRIVEN BY EXPONENTIAL GROWTH OF MOBILE
AND THE EMERGENCE OF UNIFIED DATA
NETWORKS.
C O N S U M E R S W I L L
L O S E T H E I R D I G I T A L
T H R E S H O L D .
Americans devote
more than 10 hours
a day to screen time—a
rate that is growing.

The Total Audience Report: Q1 2016. Nielsen
60% of travelers
around the world say
they would be unwilling
to go on vacation
without a mobile device. 

Expedia/Egencia Mobile Index. Expedia, 2016
89%+ of fans use
mobile tools at a
stadium to take photos
and post to social media.
Connected Sports Fans 2016. Spider Marketing for Avaya, 2016
T H E Y W I L L
R E D I S T R I B U T E P O W E R
F R O M B R A N D S T O P E E R S .
Consumers would not
care if 74% of the
brands they use
vanished. 

Meaningful Brands Report. Havas, 2017
Only 1 out of 10 of
top Gen Z influencers
are traditional
celebrities. They favor
Snapchat and YouTube
stars and other people
who look like them.

Anna Fieler. EVP, Marketing. Popsugar
“User generated content
will far exceed
branded content. Brands
need to embrace this
and accept they aren’t in
complete control of their
own brand.”

Chris Brandt ,CMO, Taco Bell Corp.
T H E Y F U L L Y E X P E C T T O
I N F L U E N C E E V E R Y B R A N D .
One third of U.S. social
media users ages 16-34, or
25.5 million people, are
social influencers. 1.61
million have already
partnered with a brand
online.

Yahoo Deep Focus. Shareablee and Ipsos, 2016
“This new level of
connectivity and seamless
integration of digital and
analogue [will provide]
the opportunity to be
closer to the
consumer than ever”
in 2020. 

Eric Liedtke. Executive Board Member, adidas
Brands will be forced to
shift to an audience-
centric approach. We
need to know our target
audiences intimately and
have a direct connection
to them. 

Linda Boff. CMO, GE
CONSUMERS, GUESTS
AND FANS ARE
TAKING CONTROL
BY ACTING LIKE, OR EVEN REPLACING,
THE BRANDS THAT PROVIDE PRODUCTS,
SERVICES AND MESSAGES.
C O N S U M E R S
T A K E O N
B R A N D
R O L E S
9
C O N S U M E R A S
A P L A T F O R M
The consumer sits atop a
personalized network of data
that helps them make informed
decisions and control their
experiences.
1
10
Lululemon
F A R F E T C H P A R T Y B O T
In-store browsing is tracked to
customer profile.
AI app reads faces of audience
members to inform DJ music selection.
C O N S U M E R A S A P L A T F O R M
11
C O N S U M E R A S A S T U D I O
Rapid manufacturing and
delivery networks mean
customers expect to be
co-collaborators of
products and services, and
won’t settle for standard
offerings.
2
12
Lululemon
A D I D A S F U N C T I O N O F B E A U T Y
Sneaker insoles printed to match
athlete’s needs and physical
specifications.
Consumers tailor active ingredients,
color and event scent of their own
shampoo.
C O N S U M E R A S A S T U D I O
13
C O N S U M E R A S A S T O R E
With direct access to retail
channels via mobile and
wearables, consumers can
curate, sell and purchase
products and services from
anywhere, anytime.
3
14
Lululemon
C O N S U M E R A S A S T O R E
J A G U A R + S H E L L U . S , B A N K S T A D I U M
Drivers purchase gas fill-ups from
within their cars.
In-seat food ordering, delivery or
express pick up.
15
C O N S U M E R A S A 

M E D I A C H A N N E L
User generated content is
the most powerful form of
entertainment, and the
consumer has—and is—his or
her own media channel.
4
C O N S U M E R A S A M E D I A C H A N N E L
W E C H A T S Y D N E Y C R I C K E T &
S P O R T S G R O U N D T R U S T
Small, foldable Ying drones live
stream experiences to chat profiles.
Fan Photos Shared On Stadium Displays
And Social Channels
17
C O N S U M E R A S A C E O
Digital communication
channels allow consumers’
feedback and input to
affect companies in real
time. Brands must monitor
and respond to customer
signals as they happen.
5
Lululemon
C O N S U M E R A S A C E O
V O L I T I O N O R I N
Consumers paired with chemists to create
and earn commission from products.
Consumers vote on brand’s manufacturing and
social responsibility decisions.
C O N S U M E R 2 0 2 0
P L A Y B O O K
R E T A I L
S P O R T S &
E N T E R T A I N M E N T
H O S P I T A L I T Y
K E Y S H I F T S I N T H E
M A R K E T P L A C E
From Products To Platforms To Ecosystems
From Reactive To Responsive To Predictive
From Brand Transaction To Membership To Ownership
From Input To Intelligence To Ambience
TRANSLATING MARKETPLACE SHIFTS INTO
ACTIONABLE STRATEGIES FOR 

RETAIL, HOSPITALITY, AND 

SPORTS & ENTERTAINMENT
22
C H A L L E N G E S T O M E E T
• Creating a responsive digital infrastructure
• Scaling the delivery of customized product and experiences
• Translating data into actionable insights and forecasts
• Streamlining knowledge sharing internally and with key partners
• Scaling technology solutions for consumers and employees
R E T A I L
P L A Y B O O K 2 0 2 0
23
• Consider how personal data and biometric feedback can evolve personalization.
• Create more meaningful in-store experiences by allowing shoppers to connect
digitally.
• Invite customers into the creation process by offering 1:1 product customization.
• Allow audiences to curate product offerings for a personalized channel.
• Use responsive communication and rewards to recognize customers individually.
R E T A I L
P L A Y B O O K 2 0 2 0
S T R A T E G I E S T O S U C C E E D
24
C H A L L E N G E S T O M E E T
• Evolving from managing the room to managing a total
guest experience
• Implementing technology at key guest touchpoints
• Integrating new technologies alongside legacy
systems
• Analyzing big data develop impactful insights for
guests and employees
H O S P I T A L I T Y
P L A Y B O O K 2 0 2 0
25
S T R A T E G I E S T O S U C C E E D
• Examine the decision factors that attract specific customers and use this information
towards targeted improvements in brand partnerships, loyalty rewards and guest perks.
• Allow guests the flexibility to control all aspects of their travel experience
• Develop an operating system for every room that logs guests in and adjusts to their
personal settings.
• Leverage an understanding of personal goals to deliver custom recommendations on
dining, activities and guest experiences.
• Empower guests with the tools and distribution channels to share their best travel
moments with a broader audience.
H O S P I T A L I T Y
P L A Y B O O K 2 0 2 0
26
• Integrating the best aspects of digital into the live fan experience
• Maintaining engagement with fans pre, during and post event
• Personalizing touchpoints and streamlining pain paints along the
fan experience journey
• Harnessing the power of global fan community
• Streamlining pain points for fans
S P O R T S &
E N T E R T A I N M E N T
P L A Y B O O K 2 0 2 0
C H A L L E N G E S T O M E E T
27
• Provide fans with engagement platforms to amplify their team support
through all digital channels
• Personalize the fan experience with insights from digital and IoT enabled
aspects of the event
• Leverage mobile as a catalyst for dynamic and personalized experiences pre,
during and post event
• Empower global fan community to create and share brand interactions at
anytime and from anywhere
S P O R T S &
E N T E R T A I N M E N T
P L A Y B O O K 2 0 2 0
S T R A T E G I E S T O S U C C E E D
28
C I S C O D N A
S U P P O R T S E V E R Y
C O N N E C T I O N
The Cisco Digital Network Architecture (DNA)
creates a foundation for the digital transformation.
Simplicity Through Automation & Assurance
Faster Innovation Through Insights & Experiences
Lower Risk Through Security & Compliance
C I S C O D N A P R O V I D E S
29
C I S C O D N A
S U P P O R T S E V E R Y
C O N N E C T I O N
• Deliver a differentiated customer experience across all channels
• Drive operational excellence and associate productivity
• Accelerate development and scale of new products and services
• Respond to market demands with speed and flexibility
• Improve capabilities across the retail supply chain
• Protect and enhance brand value
Using Cisco DNA, your business can build a digital
roadmap to help you:
A B O U T P S F K
Cisco is the world’s leading provider of networking capabilities
for consumer-based companies in retail, hospitality, and sports &
entertainment.
Our innovative networking supports customer and associate
experiences, mobility, the cloud, security, contact centers, and
interactive displays. We also advise and design systems
customized for personalization industries. By connecting these
powerful capabilities, consumers enjoy a unique combination of
interactions based on real-time data gathered from mobile
devices, data centers, and the cloud.
Cisco Offerings:
• Powerful networking technologies
• Industry-specific solutions to drive revenues
• Assessment and roadmapping
• Design and architecting services
• Managed services
• Security and support services
Cisco Retail: www.cisco.com/go/retail
Cisco Hospitality: www.cisco.com/go/hospitality
Cisco Sports & Entertainment: www.cisco.com/go/sports
A B O U T C I S C O
PSFK is a leading innovation-consulting firm that drives change at
some of the world’s most forward thinking organizations including
Google, Intel, Red Bull and Samsung.
At the center of our work is a robust trends research methodology
that leverages grounded theory analysis and expert opinion. By
having a deep understanding of trends at the core of a project, we
can start the process of making recommendations about products,
marketing, services and retail. This process also includes global
scouting, competitive review, stakeholder engagement,
workshopping and other practices.
PSFK Labs Services:
• Commissioned deep-dive research and innovation consulting
• User-case scenario planning
• Product and service concepting
• Workshops
• Benchmarking
PSFK Insights Platform: www.psfk.com
PSFK Innovation Consulting: www.psfk.com/labs
C O N S U M E R
2 0 2 0
+
CREATING A NEW
GENERATION OF RETAIL AND
EXPERIENCE STRATEGIES
Download the full Consumer 2020 research paper
at: psfk.com/report/cisco-2020

Más contenido relacionado

La actualidad más candente

Brand Love report 2022.pdf
Brand Love report 2022.pdfBrand Love report 2022.pdf
Brand Love report 2022.pdfMarketingTrips
 
Beauty market in China report by daxue consulting-double v consulting
Beauty market in China report by daxue consulting-double v consultingBeauty market in China report by daxue consulting-double v consulting
Beauty market in China report by daxue consulting-double v consultingDaxue Consulting
 
Facebook Marketing Game 2022 - MarketingTrips
Facebook Marketing Game 2022 - MarketingTripsFacebook Marketing Game 2022 - MarketingTrips
Facebook Marketing Game 2022 - MarketingTripsMarketingTrips
 
Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360
Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360
Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360Ruperta Daher
 
(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx
(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx
(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptxMai Hong Ngoc
 
Meaningfully Different Brands
Meaningfully Different BrandsMeaningfully Different Brands
Meaningfully Different BrandsKantar
 
Kantar Media Trends Predictions 2023.pdf
Kantar Media Trends  Predictions 2023.pdfKantar Media Trends  Predictions 2023.pdf
Kantar Media Trends Predictions 2023.pdfMarketingTrips
 
ROI-Report-2022-Advertisers-English-MarketingTrips.pdf
ROI-Report-2022-Advertisers-English-MarketingTrips.pdfROI-Report-2022-Advertisers-English-MarketingTrips.pdf
ROI-Report-2022-Advertisers-English-MarketingTrips.pdfMarketingTrips
 
South Korean Food and Beverage Market Report by daxue consulting
South Korean Food and Beverage Market Report by daxue consultingSouth Korean Food and Beverage Market Report by daxue consulting
South Korean Food and Beverage Market Report by daxue consultingDaxue Consulting
 
PHILIPS (Brand Identity Guide. v. 03/2008)
PHILIPS (Brand Identity Guide. v. 03/2008)PHILIPS (Brand Identity Guide. v. 03/2008)
PHILIPS (Brand Identity Guide. v. 03/2008)Paco Barranco
 
Aurora Vietnam_Credential_2023_Eng_Update2811
Aurora Vietnam_Credential_2023_Eng_Update2811Aurora Vietnam_Credential_2023_Eng_Update2811
Aurora Vietnam_Credential_2023_Eng_Update2811Aurora Vietnam IMC Agency
 
Fashion market in china report by daxue consulting & double v consulting
Fashion market in china report by daxue consulting & double v consultingFashion market in china report by daxue consulting & double v consulting
Fashion market in china report by daxue consulting & double v consultingDaxue Consulting
 
Brand Planning for Clients
Brand Planning for ClientsBrand Planning for Clients
Brand Planning for ClientsGriffin Farley
 
How i judge advertising - CLB củ khoai tây
How i judge advertising - CLB củ khoai tây How i judge advertising - CLB củ khoai tây
How i judge advertising - CLB củ khoai tây Thanh Lâm Trần
 
QUO PRESENTATION
QUO PRESENTATIONQUO PRESENTATION
QUO PRESENTATIONYen Ly
 
Digital_News_Report_2023.pdf
Digital_News_Report_2023.pdfDigital_News_Report_2023.pdf
Digital_News_Report_2023.pdfMarketingTrips
 

La actualidad más candente (20)

Brand Love report 2022.pdf
Brand Love report 2022.pdfBrand Love report 2022.pdf
Brand Love report 2022.pdf
 
Beauty market in China report by daxue consulting-double v consulting
Beauty market in China report by daxue consulting-double v consultingBeauty market in China report by daxue consulting-double v consulting
Beauty market in China report by daxue consulting-double v consulting
 
Facebook Marketing Game 2022 - MarketingTrips
Facebook Marketing Game 2022 - MarketingTripsFacebook Marketing Game 2022 - MarketingTrips
Facebook Marketing Game 2022 - MarketingTrips
 
Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360
Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360
Masterclass: Callan Rowe's (AKQA) presentation at Mumbrella360
 
(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx
(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx
(B-RISE) Integrated Marketing Agency - Credential Full (ENG & VN).pptx
 
Meaningfully Different Brands
Meaningfully Different BrandsMeaningfully Different Brands
Meaningfully Different Brands
 
Kantar Media Trends Predictions 2023.pdf
Kantar Media Trends  Predictions 2023.pdfKantar Media Trends  Predictions 2023.pdf
Kantar Media Trends Predictions 2023.pdf
 
ROI-Report-2022-Advertisers-English-MarketingTrips.pdf
ROI-Report-2022-Advertisers-English-MarketingTrips.pdfROI-Report-2022-Advertisers-English-MarketingTrips.pdf
ROI-Report-2022-Advertisers-English-MarketingTrips.pdf
 
South Korean Food and Beverage Market Report by daxue consulting
South Korean Food and Beverage Market Report by daxue consultingSouth Korean Food and Beverage Market Report by daxue consulting
South Korean Food and Beverage Market Report by daxue consulting
 
PHILIPS (Brand Identity Guide. v. 03/2008)
PHILIPS (Brand Identity Guide. v. 03/2008)PHILIPS (Brand Identity Guide. v. 03/2008)
PHILIPS (Brand Identity Guide. v. 03/2008)
 
Aurora Vietnam_Credential_2023_Eng_Update2811
Aurora Vietnam_Credential_2023_Eng_Update2811Aurora Vietnam_Credential_2023_Eng_Update2811
Aurora Vietnam_Credential_2023_Eng_Update2811
 
Fashion market in china report by daxue consulting & double v consulting
Fashion market in china report by daxue consulting & double v consultingFashion market in china report by daxue consulting & double v consulting
Fashion market in china report by daxue consulting & double v consulting
 
Brand Planning for Clients
Brand Planning for ClientsBrand Planning for Clients
Brand Planning for Clients
 
How i judge advertising - CLB củ khoai tây
How i judge advertising - CLB củ khoai tây How i judge advertising - CLB củ khoai tây
How i judge advertising - CLB củ khoai tây
 
12 Branding and Awareness Strategies
12 Branding and Awareness Strategies12 Branding and Awareness Strategies
12 Branding and Awareness Strategies
 
Social Media Marketing for Malls
Social Media Marketing for Malls Social Media Marketing for Malls
Social Media Marketing for Malls
 
Smartphone brand image in Vietnam
Smartphone brand image in VietnamSmartphone brand image in Vietnam
Smartphone brand image in Vietnam
 
Lg tv ppt
Lg tv pptLg tv ppt
Lg tv ppt
 
QUO PRESENTATION
QUO PRESENTATIONQUO PRESENTATION
QUO PRESENTATION
 
Digital_News_Report_2023.pdf
Digital_News_Report_2023.pdfDigital_News_Report_2023.pdf
Digital_News_Report_2023.pdf
 

Similar a Consumer 2020

Consumer Views on Authentication with Aite Group
Consumer Views on Authentication with Aite GroupConsumer Views on Authentication with Aite Group
Consumer Views on Authentication with Aite GroupTransUnion
 
The Making of a Digital Strategy
The Making of a Digital StrategyThe Making of a Digital Strategy
The Making of a Digital StrategyBill Rattner
 
UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...
UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...
UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...UX STRAT
 
PSFK CES 2018 Guide
PSFK CES 2018 GuidePSFK CES 2018 Guide
PSFK CES 2018 GuidePSFK
 
Airline Retail Conference - Social Media and Luxury - Ruth Harrison
Airline Retail Conference - Social Media and Luxury - Ruth HarrisonAirline Retail Conference - Social Media and Luxury - Ruth Harrison
Airline Retail Conference - Social Media and Luxury - Ruth HarrisonThoughtworks
 
New Rules of Engagement in the Age of Voice-Powered Ecosystems
New Rules of Engagement in the Age of Voice-Powered EcosystemsNew Rules of Engagement in the Age of Voice-Powered Ecosystems
New Rules of Engagement in the Age of Voice-Powered EcosystemsPublicis Sapient
 
Digital Transformation & the Future of Retail
Digital Transformation & the Future of Retail Digital Transformation & the Future of Retail
Digital Transformation & the Future of Retail ShiSh Shridhar
 
Thinaire Conde Nast Pitch Deck
Thinaire Conde Nast Pitch DeckThinaire Conde Nast Pitch Deck
Thinaire Conde Nast Pitch Deckbarry bryant
 
Why gpj is embracing digital
Why gpj is embracing digitalWhy gpj is embracing digital
Why gpj is embracing digitalIndependant
 
Chapter 1: Facts, Stats and Tips on Content Marketing
Chapter 1: Facts, Stats and Tips on Content MarketingChapter 1: Facts, Stats and Tips on Content Marketing
Chapter 1: Facts, Stats and Tips on Content MarketingTAG Marketing
 
Social Media Opportunities and Challenges in Digital Signage
Social Media Opportunities and Challenges in Digital SignageSocial Media Opportunities and Challenges in Digital Signage
Social Media Opportunities and Challenges in Digital SignageLynne d Johnson
 
Don't Ask Your Agency For A Viral Video - Wunderman Singapore
Don't Ask Your Agency For A Viral Video - Wunderman SingaporeDon't Ask Your Agency For A Viral Video - Wunderman Singapore
Don't Ask Your Agency For A Viral Video - Wunderman SingaporeWunderman Asia-Pacific
 
Aaron Fulkerson: A New Category of Customer Engagement Software
Aaron Fulkerson: A New Category of Customer Engagement SoftwareAaron Fulkerson: A New Category of Customer Engagement Software
Aaron Fulkerson: A New Category of Customer Engagement SoftwareJack Molisani
 
Social media essentials for 2021
Social media essentials for 2021Social media essentials for 2021
Social media essentials for 2021Ioana Barbu
 
Review Preview 2014
Review Preview 2014Review Preview 2014
Review Preview 2014MEC Russia
 
Explore the Marketing Universe | Conor Lynch - Connector
Explore the Marketing Universe | Conor Lynch - ConnectorExplore the Marketing Universe | Conor Lynch - Connector
Explore the Marketing Universe | Conor Lynch - ConnectorEnterprise Ireland
 

Similar a Consumer 2020 (20)

Consumer Views on Authentication with Aite Group
Consumer Views on Authentication with Aite GroupConsumer Views on Authentication with Aite Group
Consumer Views on Authentication with Aite Group
 
The Making of a Digital Strategy
The Making of a Digital StrategyThe Making of a Digital Strategy
The Making of a Digital Strategy
 
UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...
UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...
UX STRAT 2014: Bill Rattner, "Creating a Long-Term, Unified Plan for Digital ...
 
PSFK CES 2018 Guide
PSFK CES 2018 GuidePSFK CES 2018 Guide
PSFK CES 2018 Guide
 
Airline Retail Conference - Social Media and Luxury - Ruth Harrison
Airline Retail Conference - Social Media and Luxury - Ruth HarrisonAirline Retail Conference - Social Media and Luxury - Ruth Harrison
Airline Retail Conference - Social Media and Luxury - Ruth Harrison
 
New Rules of Engagement in the Age of Voice-Powered Ecosystems
New Rules of Engagement in the Age of Voice-Powered EcosystemsNew Rules of Engagement in the Age of Voice-Powered Ecosystems
New Rules of Engagement in the Age of Voice-Powered Ecosystems
 
Digital Transformation & the Future of Retail
Digital Transformation & the Future of Retail Digital Transformation & the Future of Retail
Digital Transformation & the Future of Retail
 
Thinaire Conde Nast Pitch Deck
Thinaire Conde Nast Pitch DeckThinaire Conde Nast Pitch Deck
Thinaire Conde Nast Pitch Deck
 
Why gpj is embracing digital
Why gpj is embracing digitalWhy gpj is embracing digital
Why gpj is embracing digital
 
Chapter 1: Facts, Stats and Tips on Content Marketing
Chapter 1: Facts, Stats and Tips on Content MarketingChapter 1: Facts, Stats and Tips on Content Marketing
Chapter 1: Facts, Stats and Tips on Content Marketing
 
Best Practices for Using Social in Your B2B Marketing - Matt Hensler, ColinKu...
Best Practices for Using Social in Your B2B Marketing - Matt Hensler, ColinKu...Best Practices for Using Social in Your B2B Marketing - Matt Hensler, ColinKu...
Best Practices for Using Social in Your B2B Marketing - Matt Hensler, ColinKu...
 
Social Media Opportunities and Challenges in Digital Signage
Social Media Opportunities and Challenges in Digital SignageSocial Media Opportunities and Challenges in Digital Signage
Social Media Opportunities and Challenges in Digital Signage
 
Don't Ask Your Agency For A Viral Video - Wunderman Singapore
Don't Ask Your Agency For A Viral Video - Wunderman SingaporeDon't Ask Your Agency For A Viral Video - Wunderman Singapore
Don't Ask Your Agency For A Viral Video - Wunderman Singapore
 
So da report class 5
So da report class 5So da report class 5
So da report class 5
 
So da report class 5
So da report class 5So da report class 5
So da report class 5
 
Aaron Fulkerson: A New Category of Customer Engagement Software
Aaron Fulkerson: A New Category of Customer Engagement SoftwareAaron Fulkerson: A New Category of Customer Engagement Software
Aaron Fulkerson: A New Category of Customer Engagement Software
 
Social media essentials for 2021
Social media essentials for 2021Social media essentials for 2021
Social media essentials for 2021
 
Review Preview 2014
Review Preview 2014Review Preview 2014
Review Preview 2014
 
Explore the Marketing Universe | Conor Lynch - Connector
Explore the Marketing Universe | Conor Lynch - ConnectorExplore the Marketing Universe | Conor Lynch - Connector
Explore the Marketing Universe | Conor Lynch - Connector
 
Insights2013 full
Insights2013 fullInsights2013 full
Insights2013 full
 

Más de PSFK

PSFK's Future of Retail 2020 Report - Summary Presentation
PSFK's Future of Retail 2020 Report - Summary PresentationPSFK's Future of Retail 2020 Report - Summary Presentation
PSFK's Future of Retail 2020 Report - Summary PresentationPSFK
 
Food Service Debrief
Food Service DebriefFood Service Debrief
Food Service DebriefPSFK
 
Loyalty Debrief
Loyalty DebriefLoyalty Debrief
Loyalty DebriefPSFK
 
Shopper Data Debrief
Shopper Data DebriefShopper Data Debrief
Shopper Data DebriefPSFK
 
Store Experience Design Debrief
Store Experience Design DebriefStore Experience Design Debrief
Store Experience Design DebriefPSFK
 
Occasion-Based Marketing Debrief
Occasion-Based Marketing DebriefOccasion-Based Marketing Debrief
Occasion-Based Marketing DebriefPSFK
 
Travel Debrief
Travel DebriefTravel Debrief
Travel DebriefPSFK
 
Digital Banking Playbook
Digital Banking Playbook Digital Banking Playbook
Digital Banking Playbook PSFK
 
AI Retail Playbook
AI Retail PlaybookAI Retail Playbook
AI Retail PlaybookPSFK
 
Forecast Z
Forecast Z Forecast Z
Forecast Z PSFK
 
Future of Manufacturing
Future of Manufacturing Future of Manufacturing
Future of Manufacturing PSFK
 
PSFK Impact Debrief: Brand Growth
PSFK Impact Debrief: Brand GrowthPSFK Impact Debrief: Brand Growth
PSFK Impact Debrief: Brand GrowthPSFK
 
Future of Automotive Report
Future of Automotive ReportFuture of Automotive Report
Future of Automotive ReportPSFK
 
PSFK Future of Work Report
PSFK Future of Work ReportPSFK Future of Work Report
PSFK Future of Work ReportPSFK
 
PSFK CES Guide 2016
PSFK CES Guide 2016PSFK CES Guide 2016
PSFK CES Guide 2016PSFK
 
PSFK Future of Retail 2016 Summary Report
PSFK Future of Retail 2016 Summary ReportPSFK Future of Retail 2016 Summary Report
PSFK Future of Retail 2016 Summary ReportPSFK
 
PSFK Presents the Future of Digital Safety & Security
PSFK Presents the Future of Digital Safety & SecurityPSFK Presents the Future of Digital Safety & Security
PSFK Presents the Future of Digital Safety & SecurityPSFK
 
PSFK + Architizer: Building Tomorrow
PSFK + Architizer: Building TomorrowPSFK + Architizer: Building Tomorrow
PSFK + Architizer: Building TomorrowPSFK
 
PSFK The Maker's Manual - 2015 Update
PSFK The Maker's Manual - 2015 UpdatePSFK The Maker's Manual - 2015 Update
PSFK The Maker's Manual - 2015 UpdatePSFK
 
PSFK Technology Debrief: Virtual Reality
PSFK Technology Debrief: Virtual RealityPSFK Technology Debrief: Virtual Reality
PSFK Technology Debrief: Virtual RealityPSFK
 

Más de PSFK (20)

PSFK's Future of Retail 2020 Report - Summary Presentation
PSFK's Future of Retail 2020 Report - Summary PresentationPSFK's Future of Retail 2020 Report - Summary Presentation
PSFK's Future of Retail 2020 Report - Summary Presentation
 
Food Service Debrief
Food Service DebriefFood Service Debrief
Food Service Debrief
 
Loyalty Debrief
Loyalty DebriefLoyalty Debrief
Loyalty Debrief
 
Shopper Data Debrief
Shopper Data DebriefShopper Data Debrief
Shopper Data Debrief
 
Store Experience Design Debrief
Store Experience Design DebriefStore Experience Design Debrief
Store Experience Design Debrief
 
Occasion-Based Marketing Debrief
Occasion-Based Marketing DebriefOccasion-Based Marketing Debrief
Occasion-Based Marketing Debrief
 
Travel Debrief
Travel DebriefTravel Debrief
Travel Debrief
 
Digital Banking Playbook
Digital Banking Playbook Digital Banking Playbook
Digital Banking Playbook
 
AI Retail Playbook
AI Retail PlaybookAI Retail Playbook
AI Retail Playbook
 
Forecast Z
Forecast Z Forecast Z
Forecast Z
 
Future of Manufacturing
Future of Manufacturing Future of Manufacturing
Future of Manufacturing
 
PSFK Impact Debrief: Brand Growth
PSFK Impact Debrief: Brand GrowthPSFK Impact Debrief: Brand Growth
PSFK Impact Debrief: Brand Growth
 
Future of Automotive Report
Future of Automotive ReportFuture of Automotive Report
Future of Automotive Report
 
PSFK Future of Work Report
PSFK Future of Work ReportPSFK Future of Work Report
PSFK Future of Work Report
 
PSFK CES Guide 2016
PSFK CES Guide 2016PSFK CES Guide 2016
PSFK CES Guide 2016
 
PSFK Future of Retail 2016 Summary Report
PSFK Future of Retail 2016 Summary ReportPSFK Future of Retail 2016 Summary Report
PSFK Future of Retail 2016 Summary Report
 
PSFK Presents the Future of Digital Safety & Security
PSFK Presents the Future of Digital Safety & SecurityPSFK Presents the Future of Digital Safety & Security
PSFK Presents the Future of Digital Safety & Security
 
PSFK + Architizer: Building Tomorrow
PSFK + Architizer: Building TomorrowPSFK + Architizer: Building Tomorrow
PSFK + Architizer: Building Tomorrow
 
PSFK The Maker's Manual - 2015 Update
PSFK The Maker's Manual - 2015 UpdatePSFK The Maker's Manual - 2015 Update
PSFK The Maker's Manual - 2015 Update
 
PSFK Technology Debrief: Virtual Reality
PSFK Technology Debrief: Virtual RealityPSFK Technology Debrief: Virtual Reality
PSFK Technology Debrief: Virtual Reality
 

Último

Retail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxRetail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxJohn Andrews
 
Key-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationKey-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationVinculum Solutions Pvt. Ltd.
 
Aliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount CodesAliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount Codesbirs gonzo
 
Delihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDelihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDeborahnich
 
Web 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesWeb 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesLiveplex
 

Último (6)

Retail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptxRetail OS - Delivering the Omnichannel Experience.pptx
Retail OS - Delivering the Omnichannel Experience.pptx
 
Key-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-ReconciliationKey-Benefits-of-Marketplace-Payment-Reconciliation
Key-Benefits-of-Marketplace-Payment-Reconciliation
 
Aliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount CodesAliexpress Coupon Codes And Discount Codes
Aliexpress Coupon Codes And Discount Codes
 
Ball Pens
Ball                                PensBall                                Pens
Ball Pens
 
Delihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce PlatformDelihvery-Delivery Partner-Ecommerce Platform
Delihvery-Delivery Partner-Ecommerce Platform
 
Web 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New PossibilitiesWeb 3 in Retail Unlocking New Possibilities
Web 3 in Retail Unlocking New Possibilities
 

Consumer 2020

  • 1. C O N S U M E R 2 0 2 0 + CREATING A NEW GENERATION OF RETAIL AND EXPERIENCE STRATEGIES Download the full Consumer 2020 research paper at: psfk.com/report/cisco-2020
  • 2. W E L C O M E T O 2 0 2 0 . TREND REPORTS HAVE BEEN TALKING ABOUT THE RISING POWER OF THE INDIVIDUAL SINCE THE EMERGENCE 
 OF DIGITAL MEDIA.
  • 3. IT CAN BE SURPRISING TO CONSIDER HOW FAR THAT SHIFT HAS CONTINUED TO EVOLVE, DRIVEN BY EXPONENTIAL GROWTH OF MOBILE AND THE EMERGENCE OF UNIFIED DATA NETWORKS.
  • 4. C O N S U M E R S W I L L L O S E T H E I R D I G I T A L T H R E S H O L D . Americans devote more than 10 hours a day to screen time—a rate that is growing.
 The Total Audience Report: Q1 2016. Nielsen 60% of travelers around the world say they would be unwilling to go on vacation without a mobile device. 
 Expedia/Egencia Mobile Index. Expedia, 2016 89%+ of fans use mobile tools at a stadium to take photos and post to social media. Connected Sports Fans 2016. Spider Marketing for Avaya, 2016
  • 5. T H E Y W I L L R E D I S T R I B U T E P O W E R F R O M B R A N D S T O P E E R S . Consumers would not care if 74% of the brands they use vanished. 
 Meaningful Brands Report. Havas, 2017 Only 1 out of 10 of top Gen Z influencers are traditional celebrities. They favor Snapchat and YouTube stars and other people who look like them.
 Anna Fieler. EVP, Marketing. Popsugar “User generated content will far exceed branded content. Brands need to embrace this and accept they aren’t in complete control of their own brand.”
 Chris Brandt ,CMO, Taco Bell Corp.
  • 6. T H E Y F U L L Y E X P E C T T O I N F L U E N C E E V E R Y B R A N D . One third of U.S. social media users ages 16-34, or 25.5 million people, are social influencers. 1.61 million have already partnered with a brand online.
 Yahoo Deep Focus. Shareablee and Ipsos, 2016 “This new level of connectivity and seamless integration of digital and analogue [will provide] the opportunity to be closer to the consumer than ever” in 2020. 
 Eric Liedtke. Executive Board Member, adidas Brands will be forced to shift to an audience- centric approach. We need to know our target audiences intimately and have a direct connection to them. 
 Linda Boff. CMO, GE
  • 7. CONSUMERS, GUESTS AND FANS ARE TAKING CONTROL BY ACTING LIKE, OR EVEN REPLACING, THE BRANDS THAT PROVIDE PRODUCTS, SERVICES AND MESSAGES.
  • 8. C O N S U M E R S T A K E O N B R A N D R O L E S
  • 9. 9 C O N S U M E R A S A P L A T F O R M The consumer sits atop a personalized network of data that helps them make informed decisions and control their experiences. 1
  • 10. 10 Lululemon F A R F E T C H P A R T Y B O T In-store browsing is tracked to customer profile. AI app reads faces of audience members to inform DJ music selection. C O N S U M E R A S A P L A T F O R M
  • 11. 11 C O N S U M E R A S A S T U D I O Rapid manufacturing and delivery networks mean customers expect to be co-collaborators of products and services, and won’t settle for standard offerings. 2
  • 12. 12 Lululemon A D I D A S F U N C T I O N O F B E A U T Y Sneaker insoles printed to match athlete’s needs and physical specifications. Consumers tailor active ingredients, color and event scent of their own shampoo. C O N S U M E R A S A S T U D I O
  • 13. 13 C O N S U M E R A S A S T O R E With direct access to retail channels via mobile and wearables, consumers can curate, sell and purchase products and services from anywhere, anytime. 3
  • 14. 14 Lululemon C O N S U M E R A S A S T O R E J A G U A R + S H E L L U . S , B A N K S T A D I U M Drivers purchase gas fill-ups from within their cars. In-seat food ordering, delivery or express pick up.
  • 15. 15 C O N S U M E R A S A 
 M E D I A C H A N N E L User generated content is the most powerful form of entertainment, and the consumer has—and is—his or her own media channel. 4
  • 16. C O N S U M E R A S A M E D I A C H A N N E L W E C H A T S Y D N E Y C R I C K E T & S P O R T S G R O U N D T R U S T Small, foldable Ying drones live stream experiences to chat profiles. Fan Photos Shared On Stadium Displays And Social Channels
  • 17. 17 C O N S U M E R A S A C E O Digital communication channels allow consumers’ feedback and input to affect companies in real time. Brands must monitor and respond to customer signals as they happen. 5
  • 18. Lululemon C O N S U M E R A S A C E O V O L I T I O N O R I N Consumers paired with chemists to create and earn commission from products. Consumers vote on brand’s manufacturing and social responsibility decisions.
  • 19. C O N S U M E R 2 0 2 0 P L A Y B O O K R E T A I L S P O R T S & E N T E R T A I N M E N T H O S P I T A L I T Y
  • 20. K E Y S H I F T S I N T H E M A R K E T P L A C E From Products To Platforms To Ecosystems From Reactive To Responsive To Predictive From Brand Transaction To Membership To Ownership From Input To Intelligence To Ambience
  • 21. TRANSLATING MARKETPLACE SHIFTS INTO ACTIONABLE STRATEGIES FOR 
 RETAIL, HOSPITALITY, AND 
 SPORTS & ENTERTAINMENT
  • 22. 22 C H A L L E N G E S T O M E E T • Creating a responsive digital infrastructure • Scaling the delivery of customized product and experiences • Translating data into actionable insights and forecasts • Streamlining knowledge sharing internally and with key partners • Scaling technology solutions for consumers and employees R E T A I L P L A Y B O O K 2 0 2 0
  • 23. 23 • Consider how personal data and biometric feedback can evolve personalization. • Create more meaningful in-store experiences by allowing shoppers to connect digitally. • Invite customers into the creation process by offering 1:1 product customization. • Allow audiences to curate product offerings for a personalized channel. • Use responsive communication and rewards to recognize customers individually. R E T A I L P L A Y B O O K 2 0 2 0 S T R A T E G I E S T O S U C C E E D
  • 24. 24 C H A L L E N G E S T O M E E T • Evolving from managing the room to managing a total guest experience • Implementing technology at key guest touchpoints • Integrating new technologies alongside legacy systems • Analyzing big data develop impactful insights for guests and employees H O S P I T A L I T Y P L A Y B O O K 2 0 2 0
  • 25. 25 S T R A T E G I E S T O S U C C E E D • Examine the decision factors that attract specific customers and use this information towards targeted improvements in brand partnerships, loyalty rewards and guest perks. • Allow guests the flexibility to control all aspects of their travel experience • Develop an operating system for every room that logs guests in and adjusts to their personal settings. • Leverage an understanding of personal goals to deliver custom recommendations on dining, activities and guest experiences. • Empower guests with the tools and distribution channels to share their best travel moments with a broader audience. H O S P I T A L I T Y P L A Y B O O K 2 0 2 0
  • 26. 26 • Integrating the best aspects of digital into the live fan experience • Maintaining engagement with fans pre, during and post event • Personalizing touchpoints and streamlining pain paints along the fan experience journey • Harnessing the power of global fan community • Streamlining pain points for fans S P O R T S & E N T E R T A I N M E N T P L A Y B O O K 2 0 2 0 C H A L L E N G E S T O M E E T
  • 27. 27 • Provide fans with engagement platforms to amplify their team support through all digital channels • Personalize the fan experience with insights from digital and IoT enabled aspects of the event • Leverage mobile as a catalyst for dynamic and personalized experiences pre, during and post event • Empower global fan community to create and share brand interactions at anytime and from anywhere S P O R T S & E N T E R T A I N M E N T P L A Y B O O K 2 0 2 0 S T R A T E G I E S T O S U C C E E D
  • 28. 28 C I S C O D N A S U P P O R T S E V E R Y C O N N E C T I O N The Cisco Digital Network Architecture (DNA) creates a foundation for the digital transformation. Simplicity Through Automation & Assurance Faster Innovation Through Insights & Experiences Lower Risk Through Security & Compliance C I S C O D N A P R O V I D E S
  • 29. 29 C I S C O D N A S U P P O R T S E V E R Y C O N N E C T I O N • Deliver a differentiated customer experience across all channels • Drive operational excellence and associate productivity • Accelerate development and scale of new products and services • Respond to market demands with speed and flexibility • Improve capabilities across the retail supply chain • Protect and enhance brand value Using Cisco DNA, your business can build a digital roadmap to help you:
  • 30. A B O U T P S F K Cisco is the world’s leading provider of networking capabilities for consumer-based companies in retail, hospitality, and sports & entertainment. Our innovative networking supports customer and associate experiences, mobility, the cloud, security, contact centers, and interactive displays. We also advise and design systems customized for personalization industries. By connecting these powerful capabilities, consumers enjoy a unique combination of interactions based on real-time data gathered from mobile devices, data centers, and the cloud. Cisco Offerings: • Powerful networking technologies • Industry-specific solutions to drive revenues • Assessment and roadmapping • Design and architecting services • Managed services • Security and support services Cisco Retail: www.cisco.com/go/retail Cisco Hospitality: www.cisco.com/go/hospitality Cisco Sports & Entertainment: www.cisco.com/go/sports A B O U T C I S C O PSFK is a leading innovation-consulting firm that drives change at some of the world’s most forward thinking organizations including Google, Intel, Red Bull and Samsung. At the center of our work is a robust trends research methodology that leverages grounded theory analysis and expert opinion. By having a deep understanding of trends at the core of a project, we can start the process of making recommendations about products, marketing, services and retail. This process also includes global scouting, competitive review, stakeholder engagement, workshopping and other practices. PSFK Labs Services: • Commissioned deep-dive research and innovation consulting • User-case scenario planning • Product and service concepting • Workshops • Benchmarking PSFK Insights Platform: www.psfk.com PSFK Innovation Consulting: www.psfk.com/labs
  • 31. C O N S U M E R 2 0 2 0 + CREATING A NEW GENERATION OF RETAIL AND EXPERIENCE STRATEGIES Download the full Consumer 2020 research paper at: psfk.com/report/cisco-2020