Technology & Innovation

Integrated Transformation: How rising customer expectations are turning companies outside-in

June 25, 2019

Global

June 25, 2019

Global
Jeremy Kingsley
Senior Editor, The Economist Intelligence Unit

Jeremy is a managing editor at the Economist Intelligence Unit based in London and regional lead of the The EIU's Technology & Society practice in Europe, the Middle East and Africa. He leads a regional team of analysts and editors on policy research, consulting and thought leadership programmes exploring technological change and its impacts on society. He joined The EIU in 2017 from Nesta, the innovation foundation, where he oversaw the Challenges of Our Era research programme on grand challenges. He previously edited Nesta's magazine, served as a contributing editor at WIRED, and has spent more than ten years covering technology and innovation as a journalist and researcher for The EIU, The Economist, The Financial Times, Slate, and others. He studied at Trinity College Dublin and the London School of Economics.

Executives expect a range of rewards from the pursuit of greater customer-centricity.

Integrated Transformation is an Economist Intelligence Unit report, sponsored by Salesforce. In this paper, The Economist Intelligence Unit explores how companies are adapting to evolving customer expectations and preferences, and how this has affected operations, business processes, decision-making and business models. 

To explore these shifts, The Economist Intelligence Unit surveyed 550 senior executives from North America (the US and Canada), Europe (France, Germany and the UK), Asia-Pacific (Australia, China, India, Japan and New Zealand) and Latin America (Brazil and Mexico), across a range of industries, business functions and company sizes in March 2019. Half of the respondents were C-suite executives, while the rest were director level. Download our report to learn more. 

 

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