The Consumer-Driven Digital Economy: Creating value in a digital world where the consumer is in charge
In the new digital economy, competition, consumer engagement, and operational effectiveness are fundamentally changing, and accelerating. New competitors are redefining the landscape at unprecedented rates. Building and keeping trust mean delivering exceptional brand experiences, every time, via agile processes that balance consumer needs with cost to serve. One size does not fit all. Engaging consumers and capitalizing on new opportunities depend on the capacity to identify, act on,
and deliver high-value experiences and outcomes like joy, confidence, security, and control, all in the span of a moment, exactly where and when a consumer or business need arises.