Top Five Digital Consumer Trends in 2019

Introduction

Scope of the Digital Consumer

Key findings

how technology is reshaping society

The internet has been one of the most transformative innovations

2019 will mark the first time that half of the population is connected

Technology has inspired eight of the megatrends shaping the world

Four ways technology is reshaping commerce in the connected era

Internet connectivity increasingly used for a variety of activities

The five digital trends that will redefine commerce the most in 2019

Trend no. 1: consumers seek digital balance

How the arrival of the mobile phone transformed consumer life

Having world at one’s fingertips has not been without challenges

Stress arising from internet is higher in emerging markets

Privacy concerns lead consumers to re-evaluate digital relationships

Digital detox evolves from all-or-nothing to measured approach

Apple debuts tools to limit screen time with latest system update

Facebook is enabling users to actively manage social addiction

Mandarin Oriental Spa offers guests a digital wellness escape

Digital dieters crave Wi-Fi even at off-the-grid wellness resorts

The long-term implications of consumers seeking digital balance

Trend No. 2: Outlets get autonomous

Neither Amazon nor Alibaba invented unattended commerce

Hybrid locations pave the way for full unattended commerce

JD.com one of the first to offer unattended retail solutions

Unattended commerce paves way for automated foodservice

Alibaba’s Flyzoo incorporates robots, facial recognition in a hotel

Sainsbury’s pilots cashier-less scan and go stores

Retrofitting options emerge, reducing unattended commerce costs

Opportunities that going autonomous offers commerce players

High-impact trend for markets with high wages, ageing populations

Challenges remain: privacy and security fears, infrastructure costs

Maintaining a high-quality consumer experience remains critical

Predictions for how unattended commerce will develop in 2019

Trend No. 3: Brands search for their voice

Voice devices move from fad to functional

The development of voice assistants predated boom of speakers

Voice-enabled hardware extends beyond popular speakers

Voice assistants proliferate, gain local profile in Asia Pacific

Industry professionals are more confident about long-term prospects

Voice opportunities in 2019 likely to be pre- and post-purchase tasks

Petco uses PetCoach for content commerce

The US auto sector provides an early voice commerce success

Ticketmaster partners with Bixby to boost entertainment sales

Voice-enabled purchases are likely to be more long-term goal

Best practices for voice developers and device manufacturers

Risks: privacy, intrusiveness, winner takes all

Implications and outlook for voice commerce in 2019

Trend no. 4: consumers take the cx wheel

Improving the consumer journey is the top concern for business leaders

Evolution of shopper journey puts more emphasis on experience

Shifting consumer values emphasise experiential consumption

Commerce is in the middle of a head-to-toe technology makeover

The Container Store: infusing the human-led experience with digital

Alza.cz’s stores of the future use tech to keep doors always open

Technology plays a pivotal role in crafting personalised experiences

AI expected to lead to improved customer engagement

Dish’s platform for hotels enables personalised entertainment

Amazon introduces familiar voice into Marriott guestrooms

Shoppers can opt in for better customer service through Facenote

Companies must build CX around a single view of a consumer

Predictions for how the experience will evolve in 2019 and beyond

Trend No. 5: Super Apps Go Global

Super apps often touch on five main aspects of a consumer’s world

WeChat emerges as poster child for the super app revolution

Super apps take root in one of two areas due to frequency of use

Line messaging app now offers content, payments and services

KakaoTalk’s ventures into other services is boosting revenues

Indonesia’s super app Go- Jek expands into rest of Southeast Asia

Grab also aspires to become the super app of Southeast Asia

Now the super app concept is being replicated outside Asia

Facebook announces plans to combine three messaging apps

Careem continues to expand beyond core offering, core markets

Implications of the super app revolution on commerce players

Key takeaways

A digital presence is viewed as an important part of the value proposition

How we can expect these tech trends to change commerce in 2019

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