Connected Consumers Report

We are moving from a passive world of CRM (Customer Relationship Management) to an active world of CMR (Customer Managed Relationships), where the customer is in control and connected like never before. They decide what they want, when they want it, how they want it and where they want it.

This movement to CMR has always been on the cards but has been accelerated by the constant waves of technology disruption.

Brands can now interact with customers across an ever increasing number of touchpoints and through a multitude of mediums; think Alexa skills, chat bots, facial recognition, mobile wallets, and so on…

Our Connected Consumer research:

• Focuses on the challenges that brands are facing in delivering sought after experiences at every point in the customer journey
• Will highlight areas of consideration when planning or trying to maintain direction in your organisations’ goals to maximise customer relationships and experiences
• Looks to understand if it’s all hyperbole or if brands are looking to truly connect with the customer