Digital has never been easier than it is today. But as digital has become the norm, it has raised expectations and complexity in a way that none of us has faced before.
This is the era of the connected consumer. People today are consuming more content across more devices than ever before in our history.
Sometimes they’re consuming all that content on multiple devices at once. They expect to work from anywhere; and they expect everything to work just the way they want, instantly and easily. In many ways, “Generation Z” – the first generation to have grown up with smart phones – are leading the way on how we live.
At the same time, there is an explosion of data flowing through devices, servers and the cloud. More is known about us than ever before: our demographics, purchase history, location, browsing behavior online, and interactions with wearables, car, house and refrigerator. This flood of data is overwhelming for many companies trying to act on it. But it is also a tremendous opportunity to target and understand the impact of digital experiences.
These changes with consumer behavior, and the explosion of data that has resulted, has created digital disruption for businesses.
Entire industries risk being wiped out by a well-designed app. Smart businesses are making moves to outmaneuver the competition for attention, mindshare and money. This can be the difference between thriving and dying in today’s digital environment
. . .delivery looks like this.
Everything is digital and optimized. . .until we suddenly decide that analog is better than digital and we post our customers a pile of paper, hope they’re willing to put down their tablet and pick up a pen. . .and we wait three weeks.
Maybe we wait forever.
The truth is, paper is a very bad delivery mechanism. . . (CLICK TO ANIMATE BULLETS). . .especially in a competitive market like banking & finance, where speed is everything. Let’s drill down for a moment into the document problem, because it represents a place where RBS has recently done a lot of work and seen some terrific results.
Ultimately, this digital delivery is not only 5x faster and better in all of the ways I described. . .
. . .it simply affords a better experience for the consumer. Not only more delightful, but easier and simpler, too.
And it completes a fully end-to-end digital experience – a full digital transformation, in terms of how we engage the customer, target the right message at the right time in a perpetual cycle of learning and discerning, and then. . .delivery.
