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1、1Consumer ConnectivityINSIGHTS 2018Foreword by Deloitte .3Introduction.6Methodology.8Disconnected experiences can damage customer loyalty.9The future is here instant messaging,cashier-less stores,and more .13Sector analysisBanking.18Retail.23Healthcare.25Government.27Insurance.29Conclusion.32About M

2、uleSoft.33Contents3Foreword by DeloitteIn an increasingly competitive environment,organizations must look for new sources of advantage.The experience a customer has,at every single touchpoint or interaction with an organiza-tion,can make or break that relationship and affect how their brand is perce

3、ived.Customer experience is holistic in nature,and does not focus on any single interaction or feeling,but rath-er on the impact of all of these together.To get customer experi-ence right,all parts of the business need to work together.Customer experience can be a key differentiator in many in-dustr

4、ies.89%of marketing leaders expect to compete primar-ily on the basis of customer experience,compared to just 36%four years ago.At the core of a great customer experience is the ability to provide a seamless experience regardless of touchpoint,yet many organizations are a long way from achiev-ing th

5、is.Businesses are under pressure to deliver more value,at in-creased speed and at a lower cost.The adoption of digital technologies can play a key role,but it requires an organiza-tion-wide approach to do effectively.If an organization can cre-ate an experience that seamlessly connects all the inter

6、actions a consumer has with its brand,and does this in a unique way,it will gain a competitive advantage and potentially have a posi-tive impact on the bottom line.What has stopped organizations from being able to driving change through technology?Whilst there are industry specific challenges that e

7、xist,there are fundamental issues that organizations across all industries are facing.4Pace of DigitalThere is a race to stay both current and move ahead of competitorsEverything is a ChannelMaintaining a single view of the customer is keyBalancing Old and NewFinding the correct ratio of investments

8、 in maintaining legacy and investing in new platformsCustomer JourneyEmbedding services where they need to be,not just where it is easyTalent and Skills GapsThe pervasiveness of digital across organizations is creating a shortage of the required skillsThe Evolving Relationship Between Business and I

9、TDepartments are hyper-specializing and this needs to be managed correctly These challenges impact all parts of an organization and we believe there are four key actions that can be taken to help de-liver a world-class customer experience.1.Own the customer relationship:Consumers now expect organiza

10、tions to know them and treat them as an individual.Personalization across all channels is now the norm,howev-er this requires a 360-degree view of the customer across all business lines and in what is often a diverse technology land-scape.A multi-layered API architecture,with a focus on re-use and s

11、elf-service for developers across all lines of business en-ables this by providing coordination across multiple devices,touchpoints,and back-end applications to deliver a single,co-hesive consumer experience.2.Innovate the experience:The market is being saturated with new technologies and domains to

12、 transform the custom-er experience.The ability to rapidly weave in new components to the IT landscape,test their success,and either scale-up or decommission,needs to be frictionless.A well-structured API lifecycle management strategy can be the catalyst to achieving this vision of a pluggable archi

13、tecture,helping to realize the rapidly evolving demands of the consumer.53.Embrace the ecosystem:Organizations are more connected than ever before,creating the opportunity to find new ways to bring value to customers.Achieving this,means fundamentally rethinking the services provided,to whom,and how

14、 this fits into the wider business ecosystem.Success often lies in the sharing of valuable services and information,facilitating the growth of relationships that ultimately drive new offerings and revenue streams(referred to as the API Economy).4.Empower the business and promote change:Empowering te

15、ams across the business to engage and connect with the customer in new and innovative ways through a carefully designed,well-managed,API-driven integration strategy on which projects can quickly innovate and deliver in an agile manner.The following Consumer Connectivity Insights 2018 highlights a nu

16、mber of best practices and barriers to consider when con-necting your customer experience.I hope you enjoy the read!Duncan BarnesPartner,Deloitte Digital6IntroductionThe pace of technology continues to move at a significant rate.Today,consumers can make payments using their mobile phones,order produ

17、cts online,deliver groceries to their door-steps in a matter of hours,receive medical advice via video,and more.Technology has fueled an on-demand culture and created a world in which consumers expect connected digi-tal experiences(i.e.organizations knowing their preferences across all channels and

18、being able to provide them with access to the information they need in a timely manner).As a result,consumers now have new expectations from organizations when it comes to customer experience.In this new world,organizations must be able to connect their systems,devices,and data end-to-end to deliver

19、 a great cus-tomer experience across multiple channels.The rewards are huge for those that succeed,as they unlock new ways to in-crease customer acquisition,retention,and spend.For exam-ple,a Harvard Business Review study last year revealed that omnichannel retail customers would spend more on avera

20、ge,both in-store and online,than single-channel customers.7To understand how well organizations are doing when it comes to providing a connected experience,we surveyed more than 8,000 consumers in the U.S.,Europe and Asia-Pacific:1.Do banks,retailers,insurance providers or government provide the mos

21、t connected experience?2.What are consumers current frustrations with organizations when it comes to sharing or accessing information?3.Is a failure to provide a connected experience impacting customer loyalty?4.Are emerging technologies such as chatbots enhancing the customer experience?5.Are consu

22、mers willing to share data if it means they will receive a more personalized and connected experience?The MuleSoft Consumer Connectivity Insights Report 2018 takes a closer look at these questions and highlights how orga-nizations can start to deliver a more connected consumer ex-perience.8Methodolo

23、gyThis survey was commissioned by MuleSoft and independently carried out by Opinium Research.Total sample size was 8,019 adults:U.K.(2,004 adults),U.S.(2,002 adults),Australia(1,010 adults),the Netherlands(1,002 adults),Germany(1,001 adults),and Singapore(1,000 adults).Demographic split 18-34 year-o

24、lds(2,282 adults),35-54 year-old(3,029 adults)and 55+years-old(2,708 adults).Fieldwork was undertaken online between April 3 and April 9,2018.The figures have been weighed and are representative of adult populations(aged 18+).9Disconnected experiences can damage customer loyaltyA significant number

25、of consumers continue to be frustrated with the disconnected customer experience provided by many organizations.The majority(81%)of consumers believe orga-nizations provide a disconnected experience.From an indus-try sector perspective,consumers believe government services(66%)provide the most disco

26、nnected experience.Banks provid-ed the most connected experience out of all sectors,but,still,more than half(55%)of respondents said they had received a disconnected experience.81%of consumers believe organizations provide a disconnected experienceGovernment66%Banks55%Retailers56%Insurance Providers

27、58%Sector BreakdownSharing information is too difficultOne of the biggest contributors to the disconnected experi-ence is the difficulties consumers face when sharing informa-tion with organizations.Nearly half(48%)of consumers say they have given up on an activity or request(e.g.filling out a form

28、online)because information sharing was too difficult.The survey found that banks(32%)and government(32%)are the most complicated organizations to share information with.10Banks32%48%of consumers have given up on an activity or request as information sharing was too difficultGovernment32%Retailers27%

29、Insurance Providers30%Sector BreakdownOffering more personalized experiences is necessary Today,technology is enabling organizations to capture a vast amount of consumer data,yet the research highlights that there is still room for improvement when it comes to organiza-tions providing a truly person

30、alized experience.Banks are seen as providing the most personalized service(72%),followed by insurance providers(65%).This is in sharp contrast to govern-ment(43%),which provided the least personalized service.At a geographic level,private companies in the U.S.lead the way in providing personalized

31、experiences,with U.S.respon-dents reporting the highest level of personal service for banks,insurance providers,and retailers.When it comes to govern-ment services,the U.K.lags behind the rest of the world in terms of personalization.11 Government43%of consumers feel they receive a personalized serv

32、ice34%42%37%60%41%54%U.K.U.S.GermanyNetherlandsAustraliaSingapore72%of consumers feel they receive a personalized serviceBanks72%of consumers feel they receive a personalized service65%U.K.U.S.GermanyNetherlandsAustraliaSingapore79%71%72%70%77%Retailers50%of consumers feel they receive a personalize

33、d serviceU.K.U.S.GermanyNetherlandsAustraliaSingapore65%45%79%71%72%70%77%57%52%47%51%50%Insurance Providers65%of consumers feel they receive a personalized service52%U.K.U.S.GermanyNetherlandsAustraliaSingapore79%71%72%70%77%73%63%69%61%73%Sector Breakdown12Consumers have no qualms changing service

34、 providersUltimately,those organizations that fail to provide consumers with a connected experience risk damaging customer loyalty and revenues.More than two-thirds(69%)of consumers stat-ed that a disconnected experience would make them consider changing service provider.Whats more,organizations nee

35、d to pay particular attention to younger age groups(18-34-year olds),where 76%say they would consider changing providers.418-34 years35-54 years55+years76%68%63%Banks51%Retailers57%Insurance Providers56%Sector BreakdownDemographic Breakdownof consumers say a disconnected experience would make them c

36、onsider changing service provider69%13The future is here instant messaging,cashier-less stores,and more Frictionless in-store shoppingMany organizations are already clearly struggling to meet con-sumers expectations,so they can ill afford to do nothing.At the same time,technology continues to evolve

37、 at a rapid pace.Organizations still need to keep one eye firmly on the future,otherwise they risk falling behind the competition.Take retail for instance,where the Amazon-led online revolu-tion has already transformed the customer experience and will continue to do so.In fact,60%of global consumers

38、 said they would prefer to shop by having an Amazon Go experience(i.e.“just walk-out shopping”whereby consumers can purchase goods in-store without using a cashier or checkout).The young-er generation(18-34 year olds)were particularly keen on this concept,with 77%saying they would be in favor of sho

39、pping this way.This is in sharp contrast to the older 55+year old gen-eration,where only 42%said they would prefer an Amazon Go shopping experience.14If other retailers were able to offer you an Amazon Go store experience would you prefer to shop this way?Yes64%No36%Yes42%No58%Yes77%No23%Yes60%No40%

40、18-34years35-54years55+yearsOn-demand communication through instant messaging Todays consumers increasingly want to interact with organiza-tions using their preferred communications channel.There are now 1.2 billion Facebook Messenger users worldwide;compar-atively,there is a relatively small number

41、 of organizations that currently offer Facebook Messenger as a customer communi-cations channel.Therefore,its not surprising that nearly two-thirds(65%)of consumers would like to use popular messag-ing services such as WhatsApp,Viber,Facebook Messenger,or iMessage to securely interact with organizat

42、ions.Similarly,on this front,the number is even higher(78%)amongst 18-34 year olds,indicating that organizations need to cater to the commu-nication needs of this digitally savvy generation.From an industry sector perspective,consumers were most keen to interact with retailers(51%);government servic

43、es(42%)were in the bottom of the list.1565%of consumers would like to use popular messaging services such as WhatsApp,Viber,Facebook Messenger,or iMessage to securely interact with organizations.Government42%Banks44%Retailers51%Insurance Providers45%of consumers aged 18-34 would like to use popular

44、messaging services to securely interact with organizations.Sector Breakdown78%Superior customer service through chatbots One technology area organizations are looking to invest in is chatbots.Indeed,industry analyst Gartner predicts that 25%of customer service operations will use virtual customer as

45、sistant or chatbot technology by 2020.However,what is the current reality and just how good is the customer experience?Encouragingly for organizations,the research reveals that con-sumers would be willing to speak to a robot if it means they get a superior level of service compared to speaking to a

46、hu-man.Nearly half(48%)of respondents cited 24/7 customer service as the biggest benefit of chatbots,followed by not hav-ing to wait on the phone(46%)and having queries answered quicker(37%)as the biggest benefits of chatbots.1679%of consumers think they will benefit from intelligent chatbots,which

47、will be able to offer a superior level of customer service in the futureI wont have to wait on hold on the phone46%I will be able to interact with them 24/7(as opposed to only in office hours)I will have my queries answered fasterI will be able to interact in my own time(i.e.I can hop in and out of

48、the conversation while doing something)I will be able to buy things or make a payment more quickly48%37%35%22%The biggest benefits of chatbotsIn fact,43%of consumers have engaged with a chatbot when contacting an organization over the last 12 months,most com-monly when interacting with a retailer or

49、 a bank.It is also in-teresting to note that direct engagement is most likely in the U.S.(48%)and Singapore(64%),whereas in the U.K.(48%)it is currently low.This is indicative of how far along organizations in the respective countries are in adopting the technology.17of consumers have engaged with a

50、 chatbot when contacting an organization in the last 12 monthsGeographic Breakdown43%Government19%Banks25%Retailers27%Insurance Providers22%Sector BreakdownSingapore U.S.NetherlandsAustraliaGermanyU.K.48%43%43%64%29%41%Despite relatively high levels of direct consumer engagement with chatbots,the re

51、sults to date have been somewhat mixed.In many cases,consumers were still forced to use other chan-nels to get their query resolved or answered.This clearly indi-cates that the overall chatbot experience is still a work in prog-ress and that chatbots will only realize their true potential once the t

52、echnology has become more intelligent.This will only be accomplished by connecting chatbots to more systems and a greater range of data.938%My query was completely resolved/answered by the chatbot19%The chatbot was unable to resolve/answer my query as it didnt have access to the necessary informatio

53、n/systemsI was asked to call a customer service representative directly26%I was directed to a web form14%When you engaged with a chatbot what as the end result?18Sector analysis:BankingAs the research highlighted earlier,banks score well overall when it comes to personalization,but are bottom of the

54、 class when it comes to information sharing.Interestingly,this comes at a time when banks are being required to open up banking systems(e.g.in Europe banks are being required to meet the Second Payments Services Directive-PSD2)to release their data in a secure,standardized form that can be more easi

55、ly shared between authorized organizations online.Regulators see this as a way to increase choice and competition in the market,with the aim of improving the service customers receive.The research reveals that 42%of consumers would be happy to share their transaction data with other providers and tr

56、ust-ed third-parties if it meant they received a more personalized service.This figure is even higher amongst 18-34 year olds,jumping to 61%.From a geographic standpoint,it is interesting to note that con-sumers in the U.K.(35%),Germany(35%),and the Netherlands(36%)were less happy to share transacti

57、on than their compa-triots in Australia(45%),U.S.(49%),and Singapore(54%).19Forty-two percentof consumers would be happy to share their transaction data with other providers and trusted third-parties if it meant they received a more personalized service.Geographic BreakdownU.K.35%U.S.49%Germany35%Ne

58、therlands36%Australia45%Singapore54%18-34 years61%35-54 years44%55+years23%Consumers aged 18-34 are most likely to share their transaction data in exchange for more personalized service.Tech giants as banks?More than a third(34%)of consumers went as far to say that they would consider using the like

59、s of Amazon,Google,Face-book,or Apple for banking services,rather than a traditional bank.More than half(52%)of consumers in the younger 18-34 age bracket said they would be happy to embrace this new wave of banking services.Consumers in the U.S.were particularly open to using these tech giants for

60、banking services in the future,which indicates 20how much consumers trust these brands in their home mar-ket.Simplicity and convenience(42%)were by far the biggest reasons for consumers considering a Google or a Facebook banking service.Overall,the findings highlight how banks should look to inte-gr

61、ate with broader value chains to increase their target market.34%of consumers would consider using the likes of Amazon,Google,Facebook or Apple rather than a traditional bankFor simplicity/convenience42%They provide a more personal serviceThey have better securityFor their user interface23%17%16%Rea

62、sons for choosing the likes of Amazon,Google,Facebook or Apple rather than a traditional bank:Breakdown by age18-34 52%35-54 37%55+14%Consumers aged 18-34 are most likely to consider alternatives to traditional banksImproving the speed banking processesThe research also reveals that banks could stil

63、l do a lot more to improve their existing processes(end-to-end)as there is a general perception that they are too slow and inefficient.More than half of consumers(57%)believe that opening a bank ac-count should take no longer than one hour.When it comes to applying for a mortgage,nearly half(48%)bel

64、ieve it should take no more than a day.21Applying for a mortgageOpening a new bank accountApplying for a loanApplying for a credit card30 mins8%36%17%31%1 hr13%21%16%14%2-4 hrs11%9%11%9%1 day16%18%20%19%1 week24%7%19%16%2 weeks11%2%5%3%+2 weeks6%1%2%1%What do you think is an acceptable timescale for

65、 completing the following banking activities?One of the reasons banking processes take so long is the fact that consumers are usually asked to re-submit or re-state in-formation that they had previously provided.With many Fin-Techs and challenger banks promoting quicker processes(e.g.in the U.K.,Ato

66、m Bank has enabled a“touch free experience”for mortgage applications),the traditional players can no lon-ger afford to stand still and must ensure they can speed up their processes.2238%of consumers said they had to re-submit or re-state previously provided information when opening a bank account.36

67、%of consumers said they had to re-submit or re-state previously provided information when applying for a credit card.28%of consumers said they had to re-submit or re-state previously provided information when applying for a loan.27%of consumers said they had to re-submit or re-state previously provi

68、ded information when applying for a mortgage.Have you had to re-state/re-submit information that you have previously provided to a bank for the following activities?23Sector analysis:RetailDespite the vast amount of consumer data retailers capture online and through loyalty programs,only half of con

69、sumers(50%)believe that retailers provide a personalized experience(i.e.knowing their preferences across all channels and tar-geting them with relevant offers/promotions).For an industry heavily focused on knowing the customer,these findings are particularly eye-opening.50%of consumers believe that

70、retailers provide a personalized experienceGeographic BreakdownGeographic BreakdownU.K.45%U.S.57%Germany52%Netherlands47%Australia51%Singapore50%If retailers get personalization right,they can gain a greater share of customers wallets.Nearly a third(32%)of consum-ers said that they spend more with a

71、 retailer that provided a personalized experience than with one that didnt.Consumers in the U.S.and Singapore in particular,were happy to spend more as result of a personalized experience.241450%of consumers believe that retailers provide a personalized experience32%of consumers spend more with a re

72、tailer that provided a personalized experience than with one that didnt.Geographic BreakdownU.K.45%U.S.57%Germany52%Netherlands47%Australia51%Singapore50%U.K.20%U.S.41%Germany27%Netherlands22%Australia39%Singapore47%Understanding consumers through dataIts clear that many consumers have reservations

73、about the lev-el of personalization that retailers currently offer.However,this doesnt dissuade consumers from sharing data they feel it will benefit them.More than half(53%)of consumers are willing to allow retailers to track their shopping behavior within and out-side stores,especially if it means

74、 they are able to receive per-sonalized offers and promotions.At a time when retailers are looking to enhance the shopping experience through digital and IoT technologies,this finding is an indication that if these technologies are deployed and integrated correctly with exist-ing retail systems,reta

75、ilers could reap significant rewards.53%of consumers would be willing to allow retailers to track their shopping behavior within and outside stores,especially if it means they are able to receive personalized offers and promotions.Geographic BreakdownU.K.42%U.S.60%Germany43%Netherlands54%Australia55

76、%Singapore73%25Sector analysis:HealthcareThe healthcare sector has always dealt with a vast amount of data,and due to the huge rise in wearable tech and health apps,more personal health data is available to healthcare or-ganizations than ever before.According to the mHealth Eco-nomics 2017 study,the

77、re are more than 325,000 health apps currently available in major apps stores.However,research shows that only 42%of consumers think that healthcare pro-viders are currently making effective use of the data available to deliver better care.The research also shows a difference be-tween public and pri

78、vate healthcare providerswith only 26%of U.K.consumers saying healthcare providers are making ef-fective use of data,compared to 54%of consumers in the U.S.42%of consumers think that healthcare providers are currently making effective use of the data available to them to deliver better careGeographi

79、c BreakdownU.K.26%U.S.54%Germany38%Netherlands38%Australia40%Singapore62%U.K.48%U.S.53%Germany53%Netherlands43%Australia48%Singapore61%51%of consumers say they or someone they know had experienced a delay in care due to information not being shared between healthcare professionals26Inefficient data

80、sharing impacts patient careThe research also highlights that the ability of healthcare pro-fessionals to access or share information effectively is impact-ing patient care.As a direct result of a lack of integration and efficient data-sharing methods,more than half(51%)of con-sumers said they,or so

81、meone they know had experienced a delay in receiving care.For example,operations can be can-celed due to patient notes being inaccessible,patients can ex-perience delays in getting test results as systems arent con-nected,and clinicians may not be able to get a full picture of the care a patient is

82、receiving.Data sharing is a challengeirrespective of whether care is being delivered by a public or private healthcare provider.The healthcare sector is made up of a huge number of moving parts,and coordinating all those areas is a multifaceted task.However,by connecting all the dots,healthcare prov

83、iders can create a more joined-up patient experience while,at the same time,significantly improving efficiency and delivering better pa-tient outcomes.Geographic Breakdown42%of consumers think that healthcare providers are currently making effective use of the data available to them to deliver bette

84、r careGeographic BreakdownU.K.26%U.S.54%Germany38%Netherlands38%Australia40%Singapore62%U.K.48%U.S.53%Germany53%Netherlands43%Australia48%Singapore61%51%of consumers say they or someone they know had experienced a delay in care due to information not being shared between healthcare professionals27Se

85、ctor analysis:GovernmentGlobally,a growing number of public services are moving on-linedriven by the need to reduce costs through efficiency savings,while improving the citizen experience.However,as the research has highlighted,government services(66%)were seen as providing the most disconnected exp

86、erience com-pared to the other sectors.This seems to be a further indicator that public sector on the whole is not as far on its digital trans-formation journey compared to other sectors.66%of consumers believe government services provide a disconnected experienceGeographic Breakdown27%of users say

87、they have had a negative experience with online government servicesGeographic BreakdownU.K.64%U.S.70%Germany61%Netherlands58%Australia72%Singapore65%U.K.28%U.S.30%Germany29%Netherlands19%Australia36%Singapore17%Of those consumers that had used on online government ser-vice in the last 12 months,more

88、 than a quarter(27%)stated they had a negative experience.Consumers in Australia had encountered the most negative experiences(36%).2827%of users say they have had a negative experience with online government servicesGeographic BreakdownU.K.64%U.S.70%Germany61%Netherlands58%Australia72%Singapore65%U

89、.K.28%U.S.30%Germany29%Netherlands19%Australia36%Singapore17%Data security concernsOne area of particular concern to consumers is cybersecurity.With the increase in cyberattacks and data breaches in recent years,84%of consumers admitted that they are concerned about the government departments sharin

90、g personal infor-mation amongst each other.If the digital shift is to be further encouraged across government services,it is clear that con-sumers need to be reassured that their online personal data is safe.18Singapore90%84%of consumers are concerned about government departments sharing information

91、 amongst each otherGeographic BreakdownU.K.82%U.S.90%Germany74%Netherlands76%Australia86%29Sector analysis:InsuranceThe insurance industry is another sector facing considerable digital disruption.In particular,the emergence of online aggre-gators and insurtech companies is forcing traditional insura

92、nce providers to re-evaluate and evolve their customer offerings.Similar to banking,the research reveals that insurance providers could do a lot more to improve their existing processes(from start to finish)to make them more efficient and customer-cen-tric.Almost half(46%)of consumers believe that a

93、pplying for an insurance policy should take no longer than an hour,and a 56%said renewing an insurance policy should not take no more than an hour either.Overall,a number of consumers stated that they had to re-submit or restate previously provided information,highlighting that inefficiency remains

94、in the insurance sector.Applying for an insurance policyRenewing an insurance policyMaking an insurance claim30 mins27%40%20%1 hr19%16%17%2-4 hrs11%9%10%1 day19%17%18%1 week13%8%19%2 weeks3%2%7%+2 weeks1%1%3%What do you think is an acceptable timescale for completing the following insurance activiti

95、es?3027%of consumers said they had to resubmit or re-state previously provided information when applying for an insurance policy.26%of consumers said they had to resubmit or re-state previously provided information when making an insurance claim.25%of consumers said they had to resubmit or re-state

96、previously provided information when renew-ing an insurance policy.Insurance policy applicationsMaking insurance claimsInsurance policy renewalsConsumers keen on data-driven savingsThe insurance industry has always been data-driven,and today it is being presented with vast amounts of new data from s

97、ocial media,wearable technology,and IoT.This certainly seems to be something that consumers are starting to embrace.Nearly two-thirds(62%)of 18-34 year olds stated that they would be hap-py for their insurance provider to utilize third-party data from the likes of Facebook and collect data about the

98、ir behavior if it meant they were provided with a more personalized service and lower premiums.The older generations(35-54 years old-45%,55+years old-27%)had more reservations regarding the shar-ing of personal data,but it is clear consumer demand is there.If such data is made readily available by t

99、hird-parties to insur-ance providers,the industry should work with regulators to ensure they put processes in place to enable customers to in-dicate whether they want these additional data sources to be used to calculate a more personalized premium.3118-34 years35-54 years55+years62%45%27%Geographic

100、 Breakdown 44%of consumers would be happy for their insurance provider to utilize third-party data from the likes of Facebook and collect data about their behavior if it meant they were provided with a more personalized service and lower premiumsYesif it reduced my premium by up to 5%5%Yesif it redu

101、ced my premium by up to 10%9%Yesif it reduced my premium by up to 25%12%Yesif it reduced my premium by up to 50%9%Yesif it reduced my premium by more than 50%9%Demographic BreakdownU.K.36%U.S.49%Germany41%Netherlands38%Australia42%Singapore63%32ConclusionTodays consumers increasingly expect a connec

102、ted experience,so the pressure is on organizations across all sectors to deliver.As the Consumer Connectivity Insights 2018 Report shows,con-sumers are increasingly intolerant of disconnected experiences and are prepared to change providers if their expectations are not met.Whether theyre integratin

103、g legacy CRM systems,using IoT,or deploying the latest chatbot technology,end-to-end connectiv-ity is vital if organizations are to deliver great customer service.The Connectivity Benchmark 2018 Report,which surveyed 650 IT decision makers on digital transformation,revealed that im-proving the custo

104、mer experience was a priority for the majority(71%)of respondents.However,many(89%)admitted that in-tegration challenges were hindering their digital transformation initiatives.To overcome these challenges and future-proof the way they connect applications,data,and devices,organizations should focus

105、 on building an application network.Through exposing their data through APIs,organizations can build the connected and innovative services that will differentiate them from the competition.33About MuleSoftMuleSofts mission is to help organizations change and inno-vate faster by making it easy to con

106、nect the worlds applica-tions,data and devices.With its API-led approach to connectiv-ity,MuleSofts market-leading Anypoint Platform is enabling over 1,000 organizations in more than 60 countries to build application networks.For more information,visit .MuleSoft is a registered trademark of MuleSoft,Inc.All other marks are those of respective owners.