consumer industries: working harder for customers

Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

Consumer industries: Working harder for customers

Today’s consumers are making

companies work harder to earn their money.

How much is on the line?

$4.9 trillion of value through 2025. That’s about 14% of the total operating profits of the industry over the same period.


4major

dynamics are driving this trend…



FOUR MAJOR DYNAMICS

MAKING COMPANIES WORK

HARDER FOR CUSTOMERS

Consumers are generating enormous amounts of data through their online

browsing, purchases and payments. This gives companies a valuable flow

of feedback to help keep services relevant and attractive.

1

Consumer data

flow and capture


FOUR MAJOR DYNAMICS



Goods will evolve into services, and services into experiences, with data

serving as the backbone of delivery. New revenue models will be needed

as revenue becomes decoupled from output and more closely linked to

outcomes. This also sets the stage for hyper-personalization across

product portfolios, retail experiences and product customization.

2

The experience

economy


FOUR MAJOR DYNAMICS



The penetration, globalization and consolidation of e-commerce is likely to

escalate and accelerate the threat to physical stores. At the same time,

physical store transformations driven by digital are likely to generate

additional value.

3

Omni-channel

retail


FOUR MAJOR DYNAMICS



Establishing connectivity and automation beyond the factory floor, plus

integrating the supply chain through innovations such as control towers,

shared warehousing and digital procurement will drive significant benefits.

4

Digital operating

model


So how can

consumer industries players

continue

to drive value

?Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.


Invest in digital skills and capabilities.

Looking beyond sales and marketing skills, companies will also need to

invest more widely in the digital skills of their talent base, either through

skill-building programs or by acquiring promising startups. Successful

organizations must build capabilities to listen to their customers, look

out for new disruptive ideas and respond to customer feedback.


Build an omni-channel presence.

Omni-channel isn’t a new concept, but many retailers have yet to

implement it. Numerous channels already exist — brand portals,

online marketplaces, retail stores — and more, such as social

media, will be created in the future.


Invest in partnerships.

Partnerships will not only help provide a seamless experience for

consumers as they switch between products or services, but also

generate value for companies across the consumer ecosystem.

LEARN MOREabout how consumer industries are working to attract the

customer of tomorrow with our full report:


Consumer industries:Working harder for customers

Discover how to up your digital game

http://reports.weforum.org/digital-transformation-of-industries/wp-content/blogs.dir/94/mp/files/pages/files/wef-dti-consumerindustrieswhitepaper-final-january-2016.pdf

http://reports.weforum.org/digital-transformation-of-industries/wp-content/blogs.dir/94/mp/files/pages/files/wef-dti-consumerindustrieswhitepaper-final-january-2016.pdf

https://www.accenture.com/us-en/insight-creating-agile-operating-models-consumer-goods.aspx?c=strat_stratsmcss_10000005&n=smc_0316

https://www.accenture.com/us-en/insight-creating-agile-operating-models-consumer-goods.aspx?c=strat_stratsmcss_10000005&n=smc_0316

consumer industries: working harder for customers

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