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Autonomous car disruption; Versatile, digital and localised loyalty programs for APAC

Autonomous cars will disrupt the global economy by 2035. Forrester predicts that autonomous cars will disrupt six industries in the next 10 years: automotive, shipping and logistics, insurance, government, media and entertainment and safety/security. Global changes to businesses will far outweigh the impact autonomous cars will have on personal travel.

Empowered consumers demand versatile, digital and localized loyalty programs. Empowered consumers have more options than ever before, and customers in Asia Pacific are particularly fickle. As a result, brands' standalone loyalty programs have been losing the charm they once had. Brands need to elevate their loyalty programs with digital ecosystems and deliver value across their customers' personal value ecosystems to keep them continuously engaged.

Chatbot case study. OCBC Bank in Singapore created Emma, a chatbot focused on home loan leads, which successfully delivered positive business outcomes within six months. This case study demonstrates how setting clear business and customer value KPIs, while also picking the right internal and external partners can lead to a successful chatbot implementation.

Cloud adoption offers more rewards than risks for retailers. After surveying top retailers, Forrester found that most brands believe the benefits of integrating cloud services into their core business practices significantly outweigh the risks – and 32% of global retailers have already adopted public cloud systems.

Advertising to consumers who hate ads. Forrester surveyed how consumers in different segmentations respond to ads – while the ad industry seems doomed, advertisers can rebound if they adapt to consumers' new expectations and evolve strategies to align with consumer needs.

The IAM market will surpass $13 billion by 2021. An annual growth rate of 11.5%, Forrester identified seven distinct solution categories to assess the current and future IAM market: web single sign-on, identity-as-a-service, two-factor authentication, risk-based authentication, privileged identity management, identity management and governance, and customer IAM.


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