1 / 32

We help business and IT leaders make better decisions in a world where technology is radically changing your customer

We help business and IT leaders make better decisions in a world where technology is radically changing your customers. Forrester understands how customers are changing . . . 42 0,000 global consumer surveys 6 0,000 business surveys 35,000 client inquiries 6,000 technology briefings.

naoko
Download Presentation

We help business and IT leaders make better decisions in a world where technology is radically changing your customer

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. We help business and IT leaders make better decisions in a world where technology is radically changing your customers

  2. Forrester understands how customers are changing . . . 420,000 global consumer surveys 60,000 business surveys 35,000 client inquiries 6,000 technology briefings

  3. Big Data, Mobile, and Social: The Customer Connection Peter Burris, VP and Research Director, CIO Role 25 September, 2013

  4. The Customer Connection

  5. Agenda • Social media in Turkey • Mobile use in Turkey • Big data and the customer connection

  6. Consumer Technographics DATA-DRIVEN INSIGHTS ACROSS A RANGE OF CONSUMER BEHAVIOR Over 400,000 annually completed surveys across 21 countries on how consumers: Shop, consume media, get services, learn, and bank Spend time, interact, communicate, and entertain themselves Are motivated by technology-driven attitudes and values Own and relate to over 1500 consumer brands and media

  7. Agenda • Social media in Turkey • Mobile use in Turkey • Big data and the customer connection

  8. Turkish online adults are quite active on social media – with friends and with brands Source: Global Technographics Online Benchmark Survey 2013 Base: Online adults (18+) 2013 Forrester Research, Inc. – Reproduction prohibited – For internal distribution only

  9. % % % Source: Global Technographics Online Benchmark Survey 2013 Base: 1Online adults (18+) 2Who have bought online in the past 3 months 3Who have researched online in the past 3 months 2013 Forrester Research, Inc. – Reproduction prohibited – For internal distribution only

  10. Agenda • Social media in Turkey • Mobile use in Turkey • Big data and the customer connection

  11. Turkish Mobile Phone Facts Android iOS Blackberry Windows Source: Global Technographics Online Benchmark Survey 2013 Base: Online adults (18+) with a mobile phone 2013 Forrester Research, Inc. – Reproduction prohibited – For internal distribution only

  12. The mobile mind shift The expectation that any desired information or service is available, on any appropriate device, in context, at your moment of need

  13. The Mobile Mind Shift Index (MMSI) • Someone has Mindshifted if they: • Use multiple devices • For many purposes • In many locations

  14. Are your customers demanding mobile?

  15. MMSI A Look At Global MMSI 30 27.9 US Netherlands 27.0 Germany 22.5 Sweden 29.0 France 24.5 Spain 27.9 Italy 25.4 UK 23.5 20

  16. Turkish Mobile Mindshift Index is much higher than in the rest of Europe • Turkey consumers are mobile mindshifting: • Will soon demand mobile engagement • especially your best customers.

  17. Agenda • Social media in Turkey • Mobile use in Turkey • Big data and the customer connection

  18. How Much Data Are We Discussing?

  19. 4.98 GB/mo!

  20. Customer obsessed firms will capitalize on the vast amounts of data available Behaviors Loyalty Social Attitudes Motivation Market Decision Engagement

  21. Lots of uses, but customer-facing functions get the most interest “What enterprise areas does your big data initiative address?” Base: 60 IT professionals (multiple responses accepted) Source: June 2011 Global Big Data Online Survey

  22. Big data requires collaboration “Who owns or drives your big data initiative?” Base: 60 IT professionals Source: June 2011 Global Big Data Online Survey

  23. Need • Price optimization • Take less than 15 hours to run • Solution • Hadoop data hub • Custom refinery, packaged analytics • Six-month pilot • Results • Simply manage 100 billion rows of data • Support ad hoc analytics • Report turnaround cut by 90%

  24. The Customer Connection WILL Change Everything Digital disruption Old disruption 100x the inn o v a t ors 1/100th the c ost 10K X the p o w er Source: October 27, 2011, “The Disruptor’s Handbook” Forrester report

  25. Summary • Social engagement is strong in Turkey • Turkey is “shifting” faster than EU • Use big data to turn social and mobile data into faster and better commercial action

  26. Peter Burris +1 650.581.3840 pburris@forrester.com

  27. How we help FORRESTER’S PLAYBOOK FRAMEWORK

  28. CIO's Mobile Engagement Playbook CIOS Benchmarks: Benchmark Your Mobile Engagement Progress Continuous Improvement: Deploy, Measure, Repeat: How Mobile Analytics Drives Engagement Performance Management: Assemble Your Mobile Engagement Performance Dashboard Processes: Mobile Engagement Will Drive Process Transformation Tools And Technology: Master The Confused Market For Mobile Engagement Solution Organization: Organize For Mobile Engagement Strategic Plan: Build Your Mobile Engagement Strategy Road Map: Use POST To Build A Road Map For Mobile Engagement – A POST Report Assessment: Assess Your Mobile Engagement Maturity Landscape: Mastering The Business Tablet Landscape Business Case: The Business Impact Of Mobile Engagement Vision: Great Mobile Experiences Are Built On Systems Of Engagement Executive Overview: The CIO's Mobile Engagement Playbook

  29. Emerging Technology Playbook Enterprise Architecture Professionals Benchmarks: Benchmarking Emerging Technology Adoption Continuous Improvement: Continuously Improve Your Emerging Technology Program Performance Management: Looking Back While Looking Ahead: Combining Emerging Technology With Performance Management Processes: Create Agile Processes For Introducing Emerging Technology Tools And Technology: The Way Forward For Emerging Technology Selection Organization: Organizational Implications For Emerging Technology Strategic Plan: Create A Strategy To Leverage Emerging Technology Road Map: The Roadmap For Emerging Technology Assessment: Assess Your Readiness For Emerging Technology Opportunities Landscape: The Top Emerging Technologies To Watch: Now Through 2018 Business Case: Build The Case For Emerging Technology Vision: Navigate Digital Disruption With An Emerging Technology Vision – A Digital Disruption Report Executive Overview: Capitalize On Emerging Technology For Innovation And Growth

  30. BT Strategic Planning Playbook CIOS Benchmarks: Measuring BT Strategic Planning Outcomes Change Management: Communicate And Manage Change For The BT Strategic Planning Process Performance Management: Measure The Effectiveness Of The Strategic Planning Process Organization: Optimize The IT Organization To Support BT Strategy Budgets: Build A Financial Plan That Supports BT Strategy Build/Buy Capabilities: Develop Capabilities And Services To Deliver The Technology Road Map Strategy Selection: Use Business Capabilities To Optimize BT Strategy Choices Road Map: Create A Living BT Road Map Business Goals: Begin BT Strategic Planning With Clear Business Goals Technology Vision: Tech Trends Transform Business Strategies Assessment Framework: Assess Your Readiness To Plan BT Strategies Business Vision: Plan Strategy Around 10 Business Trends Executive Overview: Develop Effective BT Strategy

  31. Business Architecture Playbook Enterprise Architecture Professionals Benchmarks: Benchmarking Business Architecture Continuous Improvement: Growing The BA Capability Over Time Performance Management: Measuring The Success Of Business Architecture Processes: Identify Essential Methods For Your Business Architecture Program Tools And Technology: Using Tools And Technology For Business Architecture Programs Organization: Organize Your Business Architecture To Deliver Your Strategy Strategic Plan: Develop A Stakeholder-Focused Business Architecture Strategy Road Map: Build A Business Architecture Program Road Map Assessment: Assessing Organizational Readiness For A Business Architecture Program Landscape: The State Of Business Architecture And Business Architects In 2012 Business Case: Focus On The Transformational Impact Of Business Architecture Future Look: The Future Of Business Architecture Executive Overview: Create A Business Architecture Program That Helps Your Business Manage Change

More Related