emanuel nuyts - deloitte digital - smart concepts building tomorrow’s business today!

Bridging the gap between human and digital experiences. Smart Concepts: building tomorrow’s business today!

By Emanuel Nuyts

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Stepping into the breach

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The gap between the fast & easy online world and the slow & depersonalized physical one has been increasing, while physical channels remain important

Source: Deloitte Multichannel Consumer Survey 2011

Use of mobile banking is

…however % of sales in Branches is 75,5%

…however % of sales in Stores is 82% (clothing) 95% (retail)

Use of e-shopping is

Source: EFMA study 2012

84% car buyers are influenced online …

…however the sale still happens inside the Dealership

Source: Deloitte Digital Automotive study Belgium 2014

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In order to provide a unique customer experience across multiple channels … … one will need to close the ever-increasing gap

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Chocolate is the answer!

Technology & Innovation

Trends Business Context

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From Smart Marketing to Smart Branch: follow the footsteps of your customers

Awareness

Stickiness

Conversion