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1、#GetTheFutureYouWantWHAT MATTERS TO TODAYS CONSUMER2023 consumer behavior tracker for the consumer products and retail industries Executive Summary In last years first edition of our annual research series,What matters to todays consumer,we found that consumer sentiment had shifted dramatically over

2、 the preceding 18 months,with consumer expectations evolving in parallel.In this years edition,we see many of these trends persisting,alongside the emergence of new ones,as the cost-of-living crisis takes hold.1 In 2021 we found that consumers:Had returned to in-store shopping but were continuing th

3、e online shopping trend developed during 2020;Had come to expect fast,easy delivery and fulfillment,whether shopping on-or offline;Continued to scrutinize closely the ethical status of brands and products;Wanted assurances around healthiness of products and sustainability of production processes;Exp

4、ected to be able to find sustainable products for which they did not have to pay a premium;Were open to ordering directly from favored brands,as well as sharing data with them,especially if this resulted in a better buying experience.This year,we find that many of these behaviors have changed amid t

5、he ongoing development and repercussions of the COVID-19 pandemic,the geopolitical crisis and subsequent tensions,and rising inflation affecting energy,food,and housing prices around the world.Yet,certain behaviors and trends have remained largely stable.In this years research,we find that consumers

6、 are:Very concerned about their personal financial situations;many are worried about the cost of feeding their families and buying other essential items;Have changed their purchasing patterns in light of the rise in their cost of living and are seeking more affordable brands and spending more time s

7、earching for bargains and promotions;Expecting companies to help them through this difficult time with the likelihood that they will reward the most considerate brands with long-term loyalty;2Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the con

8、sumer products and retail industries Executive Summary Shopping less,both in-store and online,with many concerned about potential stockouts,especially of essential products;Persistently more concerned with delivery and fulfillment than in-store experiences and willingness to pay extra for fast deliv

9、ery has increased.In this years research,we explore the theme of the rise of influencers on social media and their impact on consumers search and decision-making processes.We found that nearly one-third of all consumers discover new products through social media including a substantial number,especi

10、ally among Gen Z and Millennial consumers,who learn of them through influencers they follow.We highlight three key actions that will help brands and retailers to capitalize on the opportunities that these evolving trends offer.First,companies must drive cost reductions by rethinking the way they ope

11、rate and how the supply chain is organized to ultimately be able to pass on costs savings to consumers.This involves using technology to digitize planning and forecasting along with automating warehouse operations and delivery and fulfillment.Second,brands and retailers must identify new revenue and

12、 channel growth opportunities.This involves tailoring experiences and content to divergent consumer needs and selecting the appropriate influencers for the appropriate audience to bring authenticity and credibility to their products.Third,companies must lead with purpose and help consumers through t

13、his difficult time to build goodwill and loyalty in the longer-term.3Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries IntroductionConsumers around the world are feeling the impact of rising food and energ

14、y prices.As we move from the shadow of the pandemic and the cost-of-living crisis begins to take hold,new pressures are impacting consumer decisions about where and when they shop and what they buy.This report is the second in our annual research series that examines evolving consumer behaviors.In t

15、he first report of this series,we explored the impact of the different characteristics of products and services on consumers buying decisions.We also explored consumer trends in relation to delivery and fulfillment and direct-to-consumer models,including buying directly from brands.In this years rep

16、ort,we examine the aforementioned trends,and also explore newly emerging,but nonetheless important themes.Critically,we explore how consumers have changed their decision-making and purchasing behavior in light of the cost-of-living crisis.We also look at how concerned consumers are about stockouts a

17、nd their ability to obtain essential and non-essential products,and how they behave when faced with unavailability of preferred products.Lastly,this years research examines social media influencers role in influencing purchase decisions,especially among the younger generations.To address these quest

18、ions and themes,we conducted a global survey of more than 11,000 consumers over the age of 18 across 11 countries:Australia,Canada,France,Germany,Italy,Japan,the Netherlands,Spain,Sweden,the UK,and the US.To qualify for inclusion in the survey,consumers must have purchased groceries and/or health an

19、d beauty products in the preceding six months.For more details on the survey sample,please refer to the Appendix.4Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries IntroductionThis report explores five bro

20、ad themes:0104020503Consumers have changed their purchasing patterns in light of the rise in cost of living and expect companies to help them through this difficult timeDelivery and fulfillment are still more important than in-store experiences We close this report by specifying the key actions for

21、brands and retailers to ride through the ongoing shifts in consumer behavior.The cost-of-living crisis has resulted in a decline in store visits and online shoppingSocial media influencers are on the rise and wield increasing power over consumer decision-makingMany consumers are concerned about stoc

22、kouts,especially of essential products 5Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers expect companies to help them through the cost-of-living crisis6Capgemini Research Institute 2023What mat

23、ters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industriesConsumers are concerned about their personal financial situationsThe majority(61%)of consumers globally say they are extremely concerned about their personal financial situations.This concern is mo

24、re pronounced for Millennial(66%)and Gen X(64%)than Boomer(55%)and Gen Z(60%)consumers(see Figure 1).We also observed that consumers with children in their household(66%)are more concerned than are individuals without children(59%).By country,the greatest proportion of consumers are concerned in Can

25、ada(68%),Australia(65%),and the US(65%),while the Netherlands(50%)has the smallest proportion of consumers concerned.%of consumers who agree with the statement:I am extremely concerned about my personal financial situation.55%64%66%60%61%BoomersGen XMillennialsGen ZOverallFig.1Six in ten consumers a

26、re concerned about their financial situations Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers.61%of consumers say they are extremely concerned about their pe

27、rsonal financial situations7Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Among the consumers who are extremely worried about their personal financial situations:Many believe the government is not doin

28、g enough to address the rise in their cost of living(79%);They are worried about energy use in their home due to rising energy prices(64%);They are worried about their ability to afford food or other basic household necessities(62%);Their mental health has been negatively impacted by the rise in the

29、ir cost of living(60%globally,and even higher for Gen Z and Millennials,at 69%);They fear that their personal financial situations will worsen within the next 69 months(80%).Consumers are becoming more sophisticated in their purchasing behavior because of their cost-of-living worries To deal with th

30、e cost-of-living crisis,73%of consumers are making fewer impulse purchases.Sixty-nine percent of consumers are cutting back on non-essential items,73%of consumers are making fewer impulse purchases8Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for t

31、he consumer products and retail industries%of consumers who agree with the below statements regarding changes in their shopping behaviors in the past 36 months because of increased prices73%69%69%65%64%58%57%54%I am looking to buy smaller quantities each time Igo to the store,so I spend only what I

32、haveI am spending more time shopping at differentphysical stores to find deals and discountsI am spending more time searching online to find dealsand discountsI am buying products from hypermarkets anddiscount stores rather than buying themfrom specialty grocery stores and convenience storesI am buy

33、ing cheaper private-label or low-costbrands over name brandsI am delaying purchases of luxury items(e.g.,jewelry,cars,designer clothing)I am cutting back on non-essential items(e.g.,electronics,plants,toys,dining out)I am making fewer impulse purchasesFig.2Amid the cost-of-living crisis,consumers ar

34、e making fewer impulse purchases,lowering their spending on non-essential items,and looking for cheaper alternativesSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers.such as electronics,plants,toys,and other non-essential expenses,such as dining out,a

35、s well as delaying the purchase of luxury items.In addition,over half(65%)of consumers say they now prefer cheaper private-label products over name brands,and a similar percentage(64%)say they are buying products from hypermarkets and discount stores,rather than using,for instance,convenience stores

36、 or specialty grocery stores(see Figure 2).Over half(57%)of consumers also say they are spending more time in different physical stores to find deals and discounts.The cost-of-living crisis has led to more sophisticated purchase behavior,with consumers experimenting with different options for more a

37、ffordable products.Graeme Pitkethly,CFO at Unilever,comments:“We are starting to see consumers down-trading and looking for greater value Sales volumes are beginning to fall as some shoppers switch from branded goods to own-label products in a bid to make ends meet.”2,3 Gen Z consumers are less like

38、ly than those in other demographics to have changed their behaviors.For example,60%of Gen Z consumers say they are making fewer impulse purchases compared to 76%of Boomers.In addition,59%of Gen Z consumers are reducing purchases of non-essential items versus 73%of Gen X consumers.9Capgemini Research

39、 Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries 44%of consumers say they are reducing their overall spending this year compared with 33%in November 202010Capgemini Research Institute 2023What matters to todays consumers 2

40、023:consumer behavior tracker for the consumer products and retail industries Consumers have cut down on spending since the pandemic lockdown periodAmid the cost-of-living crisis,the percentage of consumers who say they are reducing their overall spending has risen this year,to 44%compared with 33%i

41、n November 2020(see Figure 3).The percentage of consumers who are planning to reduce their spending on non-essential items has increased more than for essential products.Douglas McMillon,President and CEO of Walmart,believes inflation is driving consumer price sensitivity,regardless of income level:

42、“Higher-income families are shopping at Walmart because they are more price-sensitive now.Families making over$100,000 in household income have driven a lot of our growth,since around the middle of the first quarter,when we saw food inflation reach a level where behavior was starting to change.4 Rec

43、ent data from the US Bureau of Economic Analysis for the third quarter of 2022 reveals that while US consumers kept spending despite rising prices through the third quarter,spending on goods,led by food and beverages,gasoline,and motor vehicles,declined for the third consecutive quarter.5 In additio

44、n,according to Nielsen,while overall CPG sales are growing,fueled by rising inflation,consumption i.e.,spending volume or the amount of items consumers put into their baskets is declining.There was a 9%increase in dollar sales in September,but unit consumption dropped by 3%.6%of consumers who plan t

45、o reduce purchases,overall and by product category33%44%33%32%29%20%28%37%29%35%57%41%47%58%46%Luxury productsFurniture andfurnishingsOver-the-counterhealthcare productsGroceries andfood suppliesOverall spending*November 2020 November 2022 Post-cost-of-living crisisFig.3Amid the cost-of-living crisi

46、s,more consumers are planning to reduce spending Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;Capgemini Research Institute,The great consumer reset:COVID-19 and the consumer products and retail consumer,November 2020.*Overall spending includes gr

47、oceries and food supplies,household supplies,personal care products,over-the-counter healthcare products,furniture and furnishings,consumer electronics/white goods,apparel and accessories,at-home entertainment/media,luxury products,take-away food from restaurants,casual or fine dining in restau-rant

48、s,alcoholic beverages,tobacco,leisure travel,work-related travel.11Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers expect companies to help them through the cost-of-living crisisThe majority of

49、 consumers globally expect companies to help them through this difficult time.Seven in 10 consumers expect companies to provide a wider range of discounts to help them purchase essential items and to provide bigger discounts to loyal customers(see Figure 4).Organizations have responded with initiati

50、ves to help consumers;for example,Tesco is freezing the prices of more than 1,000 everyday products from October 2022 until January 2023.7 In April 2022,Morrisons reduced prices on more than 500 products,including many essentials such as eggs,beans,coffee,rice,chicken,and diapers,and improved multib

51、uy savings on 180 product lines.8%of consumers who agree with the below statements:During this difficult economic environment,I expect companies.70%69%67%65%56%56%50%To work with banks/financial institutions toprovide credit to customersTo reduce prices of non-essential items thatimprove standards o

52、f living(e.g.,toys,books,electronics)To use technology to lower prices(e.g.,replacingstaffed check-out counters with self-service paymentareas to lower overheads)To forfeit excess profits for the benefit of society To accept lower prices for the products my family andI require(i.e.,essential items l

53、ike food,medicine,fuel,apparel,utilities)To provide bigger discounts to loyal customersTo provide more discounts to help me purchase essentialitems(e.g.,food,medicine,fuel,apparel,utilities)Fig.4Most consumers expect support and assistance from companies Source:Capgemini Research Institute,Consumer

54、demand survey,OctoberNovember 2022,N=11,300 consumers.12Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers will reward companies that help them through this difficult time with their future busine

55、ss and loyalty The vast majority(78%)of consumers say they will be more loyal to companies that help them through this difficult time,for example,by prioritizing purchasing products or services from that company over others.This percentage is 67%globally for Gen Z shoppers,and in Italy and Canada,it

56、 rises to 82%and 78%of Gen Z shoppers,respectively.Seventy-four percent of consumers globally plan to purchase more products or services from companies that they perceive as helping them.Gen Z consumers in Italy(77%)plan to purchase more from companies helping them compared to 64%of Gen Z shoppers g

57、lobally(see Figure 5).Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers.78%of consumers say they will be more loyal to companies that help them through this di

58、fficult time13Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Fig.5Consumers will be more loyal and buy more from companies that help them get through this difficult time%of consumers who agree with the

59、below statements74%79%80%79%67%78%74%64%75%76%I will be more loyal to companies that helpme through this difficult timeI will purchase more products/services in thefuture from companies that help me through thisdifficult timeBoomersGen XMillennialsGen ZOverallBrands and retailers are standing up to

60、support(and,in the process,win the loyalty of)consumers struggling with the high cost of living.For example:Offering ideas to lower the cost of living During 2022,British supermarket chain Waitrose launched“Super Saver recipes.”For under 2 per portion,the recipes offer easy,low-budget meal options t

61、o customers.9 UK supermarket chain Iceland has launched a new range of services to help customers cut bills.It has launched“Shop Smart,Cook Savvy”in partnership with energy company Utilita to help families better understand economical cooking and save up to 604 a year.The retailer also added energy-

62、efficient cooking methods to food packaging.10 Reducing prices of essential items UK supermarket Asda is reducing the price of over 100 popular items,including tea bags,rice,and cheese,for the year as part of its broader cost-of-living measures.11 Offering discount programs Iceland also launched a 1

63、0%discount scheme for customers over the age of 60,with no minimum spend to qualify for the discount.12 Technology retailer Currys introduced an exchange program called Cash for Trash,”which allows customers to recycle old,broken,or unused technology in exchange for vouchers.13 Historically,customer

64、s do remember the brands that helped them in previous crises.Following the economic crisis of 2008,loyalty programs boomed,growing by 19%between 2007 and 2009 and driving consumers back to brands that were offering the best deals.14 Loyalty programs also performed well during the pandemic and helped

65、 keep customers engaged.The US fast-food chain Taco Bell launched its new subscription service,Taco Lovers Pass,nationwide during the pandemic,which resulted in members visiting locations three times as often as non-subscribers and 16%of enrollees signing up for another month.15 Similarly,Tesco has

66、already seen massive growth in its customer base and sales amid the cost-of-living crisis.With its loyalty scheme,Clubcard Prices,the supermarkets UK grocery market share was at a four-year high in 2021.1614Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior trac

67、ker for the consumer products and retail industries In-store and online shopping has declined this year15Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industriesConsumer interaction with physical stores has decli

68、ned Consumer preference for in-store shopping is declining amid the current cost-of-living crisis and the price consciousness of consumers.Consumers also expect to reduce their interactions with physical stores in the longer term.In November 2022,61%of consumers said they had significant interaction

69、s with physical stores,a slight decline from November 2021(67%),and 58%expect to interact with physical stores post-cost-of-living crisis(see Figure 6).Last year,72%of consumers were expected to interact with physical stores after the pandemic,but the current research reveals only 61%of consumers ar

70、e currently interacting with them.The cumulative effect of the pandemic and geopolitical crisis is taking its toll.Fig.6Consumers expect their interactions with physical stores to decrease in the long termSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consum

71、ers;Capgemini Research Institute,What matters to todays consumer,January 2022;Capgemini Research Institute,The great consumer reset:COVID-19 and the consumer products and retail consumer,November 2020.Note:Question asked was Please indicate your frequency of using physical stores when shopping with

72、retailers.Please rate on a scale of 1 to 7,whe-re 1=very low interaction and 7=very high interaction.Post-pandemic refers to when consumers were asked in November 2021 of their expectations for physical store interactions during the post-pandemic period,i.e.,at some point in the future when they bel

73、ieve the pandemic was over.61%of consumers say they are shopping at physical stores today,compared to 67%a year ago%of consumers shopping at physical stores 60%67%34%72%61%58%Post-cost-of-living crisisNovember 2022Post-pandemic November 2021November 2020Pre-pandemic 16Capgemini Research Institute 20

74、23What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Many economies have reported a decrease in their retail footfall because of the cost-of-living crisis.Most recently,total UK footfall decreased by 11.8%in October 2022 and 13.3%in Novemb

75、er 2022.Helen Dickinson OBE,Chief Executive of the British Retail Consortium,comments,“Footfall took a stumble in its slow return to pre-pandemic levels as rising prices and tightening purse strings meant many fewer consumers made trips to the shops.October marked the first full month of higher ener

76、gy bills for many families after the price cap rose 26%,reducing household discretionary spending.”17 While overall interactions are down from November 2021,the preference for in-store shopping increases with age,as it did last year.For example:69%of Boomers,aged 5775 years old(73%in November 2021)s

77、ay their level of in-store interactions is high today compared to only 45%of Gen Z,those aged 1824(53%in November 2021)In the longer term,post-cost-of-living crisis,62%of Boomers expect their in-store interactions to be high(76%in November 2021)versus just 48%of Gen Z shoppers(66%in November 2021)(s

78、ee Figure 7).Consumer preference for in-store and online shopping by age45%57%62%69%32%40%35%25%48%55%59%62%42%47%39%29%Post-cost-of-living crisis Online Post-cost-of-living crisis Physical storesCurrently Online Currently Physical storesGen Z Millennials Gen X BoomersFig.7Consumers preference for i

79、n-store shopping increases with age and online shopping decreases with ageSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumersNote:Question asked was Please indic

80、ate your frequency of using physical stores/online channels when shopping with retailers.Please rate on a scale of 1 to 7,where 1=very low interaction and 7=very high interaction.17Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer produ

81、cts and retail industries 33%of consumers say they had significant interactions with retailers online channels,compared to 38%a year ago18Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries%of consumers shop

82、ping online with retailers25%38%41%38%33%38%Post-cost-of-livingcrisisNovember 2022Post-pandemic November 2021November 2020Pre-pandemic Fig.8Consumers expect their interactions with online stores to stabilize in the long termSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2

83、022,N=11,300 consumers;Capgemini Research Institute,What matters to todays consumer,January 2022;Capgemini Research Institute,The great consumer reset:COVID-19 and the consumer products and retail consumer,November 2020.Note:Question asked was Please indicate your frequency of using online channels

84、when shopping with retailers.Please rate on a scale of 1 to 7,where 1=very low interaction and 7=very high interaction.Post-pandemic refers to when consumers were asked in November 2021 of their expecta-tions for online interactions during the post-pandemic period,i.e.,at some point in the future wh

85、en they believe the pandemic was over.Consumer interaction with online channels has decreased but stabilized in the long term In our survey conducted in November 2021,38%of consumers said they had significant interactions with retailers online channels and expected to maintain this level of engageme

86、nt post pandemic.While the share of consumers interacting with retailers online channels had come down to 33%in November 2022,the longer term outlook increases back to 38%,suggesting a stabilization of online interactions and overall growth from pre-pandemic times(see Figure 8).As last year,among th

87、e generation segments,Millennial shoppers(aged 2540)show the strongest preference for online interactions(40%today and 47%post-cost-of-living crisis).Gen Z shoppers are at 32%today and 42%post-cost-of-living crisis,and Boomer shoppers have only a limited preference for online today(25%)and post-cost

88、-of-living crisis(29%)(see Figure 7).Of shoppers with children,41%prefer online shopping interactions compared to 29%of shoppers without children,increasing to 47%and 34%,respectively,in the longer term.19Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracke

89、r for the consumer products and retail industries Our research last year revealed that consumers are spreading their purchases across physical and online channels.This is also the case this year.In November 2021,57%of grocery shoppers said they go to the store to purchase the bulk of their groceries

90、,supplementing this with small online orders as required.In our November 2022 survey,a similar percentage of consumers(56%)say the same.A large share of consumers is spending less on groceries We asked consumers how their current weekly spending on groceries compares to before the rise in the cost o

91、f living.Around 40%of consumers in our current survey say they are spending less on groceries across all three channels,with a notable increase from November 2021 for online delivery at home and curbside pickup channels(see Figure 9).%of consumers spending less on groceries by channel41%13%41%9%36%4

92、0%Online and pickupcurbside/at storeOnline(via website/app)anddelivery to home Physical storesNovember 2021 spending less thanbefore the pandemicNovember 2022 spending less than beforethe cost-of-living crisisFig.9More consumers are spending less on groceries than before the pandemicSource:Capgemini

93、 Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;Capgemini Research Institute,What matters to todays consumer,January 2022.56%of grocery shoppers said they go to the store to purchase the bulk of their groceries,supplementing this with small online orders as require

94、d20Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Stockouts are a concern for many consumers 21Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the co

95、nsumer products and retail industries%of consumers concerned about product unavailabilityHighly concerned Concerned Slightly concerned Not at all concernedLuxury productsFurniture and furnishingsApparel and accessoriesHome-improvement supplies(e.g.,paint,lumber)Consumer electronics/white goodsOver-t

96、he-counter healthcare productsPersonal care products(e.g.,diapers,feminine care,shampoo)Household supplies(e.g.,toilet paper)Prescription medicationGroceries and food supplies(e.g.,coffee,chicken,bread,baby formula)41%26%21%12%35%25%21%20%33%27%22%18%29%27%22%22%28%27%23%22%19%25%25%31%19%23%22%36%1

97、9%25%24%33%17%21%23%39%16%16%16%53%Fig.10Consumers are most concerned about the unavailability of essential productsSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers.Consumers are concerned they will not be able to obtain the products they require or

98、want Given the unreliability of supply chains,many consumers today are still concerned about the medium-term availability of essential products such as food and prescription and over-the-counter medication.In November 2022,41%of consumers said that they were highly concerned regarding the potential

99、unavailability of groceries and food supplies,and over one-third(35%)voice the same concerns in relation to prescription medication(see Figure 10).More than one-third of consumers across all age groups are highly concerned regarding the availability of essential products such as groceries and food(4

100、4%Gen Z;45%Millennials;42%Gen Z;and 35%Boomers).Consumers in the US(50%)and Spain(48%)are also highly concerned regarding the availability of groceries and food supplies.Gen Z consumers,however,are more concerned regarding the availability of non-essential products than other generations.For example

101、,23%of Gen Z consumers are highly concerned about the availability of luxury products and 25%are concerned about furniture,compared to 9%and 10%,respectively,of Boomers.22Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and re

102、tail industries%of consumers who agree with the below statements regarding their shopping behaviors in response to product stockouts58%53%52%49%48%44%44%I alternate my purchases between physical stores andonline channels based on product availabilityI abandon the site if I encounter out-of-stock ite

103、mswhile shopping onlineI go to multiple retailers to check the availability ofthe product in-storeI use comparison sites to check for the availabilityof the product if buying onlineI spend less on an alternate product(i.e.,I buy the same-sized item from a different brandat a lower price)I wait for t

104、he product to come back in stockI buy a different brandFig.11More than half of consumers will buy a different brand or alternate product in the case of a stockoutSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers.If favored brands are out-of-stock,cons

105、umers will turn to alternate brandsIn the event of a preferred product becoming unavailable,most consumers(58%)prefer to buy a similar product from a competing brand;additionally,52%say that they have bought an item of the same weight/size made by a different brand,at a lower price(see Figure 11).23

106、Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries 58%of consumers prefer to buy a similar product from a competing brand in the event of a preferred product becoming unavailable24Capgemini Research Institu

107、te 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers will shift stores/brands if essential products are unavailable In the case of a stockout of essential products,the vast majority of consumers will switch stores or find su

108、bstitutes for these products(see Figure 12).For example:Groceries and food supplies(e.g.,coffee,chicken,bread,baby formula):In November 2022,nearly half of consumers(48%)said that they would buy a substitute for their preferred item and nearly 40%said that they are more likely to switch stores or on

109、line sites to look for products in the first instance of a stockout.This behavior remains consistent during the second and third instances of them being unable to find their preferred product.Prescription medication:Consumers behavior remains consistent in relation to prescription medication.Over on

110、e-third(37%)say that they buy a substitute for their preferred item and 44%say that they are more likely to switch stores or online sites to look for the medication during the first instance of a stockout.This trend remains constant during the second and third instances that they cannot find their p

111、rescription medication.Groceries and food suppliesPrescription medicationOver-the-counter healthcareproductsDo not purchaseSwitch stores/online sitesSubstitutionDo not purchaseSwitch stores/online sitesSubstitutionDo not purchaseSwitch stores/online sitesSubstitutionInstance of a stockoutInstance of

112、 a stockoutInstance of a stockout3rd time2nd time1st time3rd time2nd time1st time3rd time2nd time1st time%consumers who take the below actions if the product they are looking to buy is unavailable or out of stock 13%39%48%10%46%44%18%43%39%19%17%24%44%37%48%34%43%33%22%19%27%39%39%46%35%40%34%Fig.12

113、Consumers buy substitutes or switch stores/online sites to look for essential and healthcare productsSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumersNote:Question asked was How do you react if the product that you are looking to buy is out of stock t

114、hree times in a row?Please select your re-action during the 1st,2nd,and 3rd instances when a product you want to buy is unavailable or out of stock.Substitution is defined as purchasing a smaller or bigger size of the same brand,or purchasing the same product from a different brand.25Capgemini Resea

115、rch Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Most consumers will abandon their efforts and decline to buy non-essential products For non-essential and luxury items,more than 60%of consumers say that they will not pu

116、rchase the desired product if it is not available during the first,second,and third instances of a stockout.Around half of consumers say the same for purchases of furniture and furnishings for all three instances of a stockout(see Figure 13).This is consistent for all other non-essential product cat

117、egories in our survey,including home-improvement supplies,consumer electronics/white goods,and apparel and accessories,with at least one-third of all consumers saying they will not purchase the product.3rd time2nd time1st time3rd time2nd time1st timeLuxury productsFurniture and furnishings60%23%18%6

118、0%25%15%65%22%14%45%34%21%44%37%19%51%32%18%Do not purchaseSwitch stores/online sitesSubstitutionInstance of a stockoutDo not purchaseSwitch stores/online sitesSubstitutionInstance of a stockout%consumers who take the below actions if the product they are looking to buy is unavailable or out of stoc

119、k Fig.13Most consumers prefer not to purchase non-essential products if unavailable in their usual outletSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers.Note:Question asked was How do you react if the product that you are looking to buy is out of st

120、ock three times in a row?Please select your re-action during the 1st,2nd,and 3rd instances when a product you want to buy is unavailable or out of stock.Substitution is defined as purchasing a smaller or bigger size of the same brand,or purchasing the same product from a different brand.26Capgemini

121、Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries 54%of consumers say that they value affordability over the sustainability of the product when making purchasing decisions%of consumers who agree with the statement:I

122、 value the affordability of a product above whether the product is sustainable.54%51%57%55%50%BoomersGen XMillennialsGen ZOverallFig.14Only about half of consumers say they value affordability over sustainability Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,30

123、0 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers.MANY CONSUMERS WANT BOTH SUSTAINABILITY AND AFFORDABILITY More than half(54%)of all consumers globally say that they value affordability over the sustainability of the product when making purchasi

124、ng decisions.This trend remains constant across all age groups(see Figure 14).Importantly,this suggests that 46%of all consumers globally disagree with the statement or are neutral,meaning many consumers are still being influenced by sustainability,even during the cost-of-living crisis.27Capgemini R

125、esearch Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries%of consumers who agree with the statement:I am willing to pay more for a product I perceive to be sustainable.41%46%49%40%34%48%37%46%37%39%Rural SuburbanUrbanWithout

126、 childrenin householdWith children inhouseholdBoomersGen XMillennialsGen ZOverall Fig.15Less than half of all consumers say they are willing to pay more for a sustainable product today Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;992 Gen Z consum

127、ers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers;3,719 consumers with children in their household,7,582 consumers without children in their household;4,891 urban consumers,4,756 sub-urban consumers,1,654 rural consumers.%of consumers who agree with the statement:Sustainabl

128、e products do not need to be more expensive than similar products that are non-sustainable.63%72%59%November 2022November 2021November 2020Fig.16Fewer consumers than last year believe sustainable products need not be more expensive Source:Capgemini Research Institute,Consumer demand survey,OctoberNo

129、vember 2022,N=11,300 consumers;Capgemini Research Institute,What matters to todays consumer,January 2022;Capgemini Research Institute,Consumer products and retail:How sustainability is fundamentally changing consumer preferences,July 2020.Forty-one percent of consumers globally say that they are wil

130、ling to pay more for a product they perceive to be sustainable.Slightly more Millennials(49%)and consumers with children in their households(48%),and only 34%of Boomers say the same(see Figure 15).In our 2020 research on sustainability in consumer products and retail,57%of consumers said they had pa

131、id higher-than-average prices for products that they perceive as sustainable.18 In November 2022,59%of consumers globally said that sustainable products need not be costlier than non-sustainable products,down from 72%in November 2021(see Figure 16).In addition,over half(54%)of all consumers also men

132、tioned they forgo purchasing organic products in favor of lower-priced non-organic products today.28Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industriesDelivery and fulfillment continue to take precedence ove

133、r in-store experiences 29Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industriesConsumer preference for delivery and fulfillment over in-store experience remains stable Grocery shoppers In November 2022,43%of sh

134、oppers said that delivery and fulfillment are the most important service attributes when shopping for groceries,compared to 42%last year.One-third of grocery shoppers said the same for in-store experiences in November 2022,compared to 32%last year.As was the case last year,consumers across age group

135、s consistently place more importance on delivery and fulfillment,regardless of whether they have children in their households and whether they live in an urban,suburban,or rural area.The percentage of consumers placing importance on delivery and fulfillment has remained stable across demographics si

136、nce November 2021,except for a 7%increase among Boomers,from 26%last year to one-third this year(33%).Health and beauty shoppers Similarly,in November 2022,41%of all health and beauty shoppers said that delivery and fulfillment are the most important service attributes(compared to 43%in November 202

137、1).Thirty-five percent of health and beauty shoppers say the same for in-store experiences,compared to 37%last year.As stockouts continue to be an area of concern for consumers,organizations must ensure superior,prompt,and in-time services for delivery and fulfillment-related services.As we found la

138、st year,the difference in importance between delivery and fulfillment-related services and in-store experiences for health and beauty is smaller than for groceries.While delivery and fulfillment are still more important than in-store services among health and beauty shoppers,there have been a few no

139、table changes.Among Gen Z consumers,46%place greater importance on delivery services and 44%on in-store services,down from 52%and 51%last year,respectively.Among Millennials,50%place importance on delivery today,down from 57%in November 2021.Please refer to the Appendix for a detailed listing of all

140、 service attributes within delivery and fulfillment and the in-store experience tested in our research among grocery and health and beauty shoppers.Consumers willingness to pay for fast delivery has increased from last year Overall,over one-third(36%)of consumers globally say that ordering groceries

141、 online with two-hour delivery is important to them and 32%say the same for 10-minute delivery.The importance of fast delivery decreases with age.For example,47%of Gen Z shoppers say having a delivery option within 2 hours,and 46%within 10 minutes,is important to them,compared with only 22%and 18%,r

142、espectively,of Boomer shoppers.43%of consumers say that delivery and fulfillment are most important when shopping for groceries and 33%say the same for in-store experiences 30Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products an

143、d retail industries On average,consumers are willing to pay 4.0%of the order value for two-hour grocery delivery In November 2021 and November 2022,consumers were asked what percentage of their order value they would be willing to pay for certain delivery speeds and services,assuming an average orde

144、r bill of$30.Across all shoppers,4.0%was the average that they would be willing to pay for two-hour delivery in November 2022,up from an average of 3.3%among all consumers in November 2021.This trend is consistent across the key demographic segments(see Figure 17).Dissatisfiedwith deliverySatifiedwi

145、th deliveryRuralSuburbanUrbanWithout childrenin householdWith children inhouseholdBoomersGen XMillennialsGen ZOverallAverage%of order value shoppers are willing to pay for two-hour delivery,across consumer segments3.3%4.0%5.0%5.8%4.5%4.9%4.0%3.0%4.2%4.8%2.9%3.7%3.6%4.3%3.9%3.2%2.6%3.6%3.6%4.0%2.5%3.

146、8%2.2%3.2%November 2021 November 2022Fig.17Shopper willingness to pay for two-hour delivery is up from 2021 Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=8,953 consumers;635 Gen Z consumers,2,358 Mil-lennial consumers,2,678 Gen X consumers,3,282 Boomer consumers;2

147、,662 consumers with children in their household,6,291 consumers without children in their household;3,653 urban consumers,3,903 suburban consumers,1,397 rural consumers;4,400 consumers satisfied with delivery,2,739 consumers dissatisfied with delivery;Capgemini Research Institute,What matters to tod

148、ays consumer,January 2022.31Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries In our current research,across all consumers,4.1%is the average they would be willing to pay for 10-minute delivery(see Figure

149、18).The increase in the percent of order value consumers are willing to pay for fast delivery might reflect their general acknowledgment of inflationary pressures combined with the desire to absorb these higher prices for a convenient service they highly value,even during this tough economic time.Th

150、e key trends by age,location,and delivery satisfaction largely remain the same as last year:Willingness to pay for fast delivery decreases with age Urban shoppers are more willing to pay than suburban and rural shoppers Rural Gen Z shoppers are willing to pay 5.9%for 10-minute delivery;not too far o

151、ff from willingness to pay for 10-minute delivery among suburban Gen Z shoppers(6.4%)and urban Gen Z shoppers(6.5%)Shoppers who are satisfied with existing delivery options provided for the products they buy regularly are more willing to pay than those who say they are dissatisfied with two-hour del

152、ivery.For 10-minute delivery,satisfied shoppers are slightly more willing to pay than dissatisfied shoppers(see Figure 19).Average%of order value shoppers are willing to pay for 10-minute delivery,across consumer segments4.1%6.4%5.1%4.1%3.1%4.9%3.8%4.4%4.0%3.6%4.0%3.9%Dissatisfied withdeliverySatifi

153、ed withdeliveryRuralSuburbanUrbanWithout childrenin householdWith children inhouseholdBoomersGen XMillennialsGen ZOverallFig.18Gen Z shoppers are willing to pay the most for 10-minute delivery Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=8,304 consumers;565 Gen Z

154、 consumers,2,060 Millennial consumers,2,513 Gen X consumers,3,166 Boomer consumers;2,400 consumers with children in their household,5,904 consumers without children in their household;3,333 urban consumers,3,647 suburban consumers,1,324 rural consumers;4,030 consumers satisfied with delivery,2,611 c

155、onsumers dissatisfied with delivery.32Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries On average,Gen Z consumers are willing to pay 6.4%of the order value for 10-minute delivery,compared to 4.1%overall 3

156、3Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industriesDIRECT-TO-CONSUMER RISES IN IMPORTANCE WHILE ONLINE MARKETPLACES IS STABLE In the six months preceding November 2021,41%of consumers ordered directly from

157、brands,which rose to 45%in November 2022.Of these 45%,21%say they have ordered on a recurring or subscription basis from brands(up from 12%in November 2021).Similar to last year,Gen Z shoppers(74%),followed by Millennials(62%),are the most likely to have ordered directly from brands.Boomers are the

158、least likely to have done so(27%)(see Figure 19).Over half(56%)of consumers in the US and Spain have ordered directly from brands this year,which is the highest among all countries in our survey.By household,shoppers living with children are more likely to have purchased from brands(60%,up from 58%i

159、n November 2021)than those without children in their households(38%).45%of consumers have ordered directly from brands over the past six months%of shoppers who have ordered directly from a brand over the past six months by age group41%45%68%74%58%62%37%41%21%27%BoomersGen XMillennialsGen ZOverallNov

160、ember 2021 November 2022Fig.19More shoppers across all age groups are ordering directly from brands than last yearSource:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consu

161、mers,Capgemini Research Institute,What matters to todays consumer,January 2022.34Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries By location,urban shoppers are more likely to have purchased directly from

162、 brands(54%,up from 49%in November 2021)compared with suburban(40%)and rural(36%)shoppers.The percentage of shoppers willing to share data with brands has increased slightly from last year across nearly all age groups(see Figure 20):Consumption data In November 2022,nearly half(48%)of all consumers

163、said they are willing to share data with brands on how they consume or use products via surveys,interviews,and/or online forms,up from 45%in November 2021.Personal data In November 2022,43%of all consumers said they are willing to share personal data such as demographic data or product preferences w

164、ith brands,up from 39%in November 2021.%of shoppers willing to share data on how they consume or use products via surveys,interviews,and/or online forms%of shoppers willing to share personal data such as demographic data or product preferences39%45%48%54%55%57%56%47%50%30%38%43%46%49%53%51%41%43%25%

165、33%BoomersGen XMillennialsGen ZOverallBoomersGen XMillennialsGen ZOverallNovember 2021 November 2022November 2021 November 2022Fig.20The percentage of shoppers willing to share data with brands has increased slightly from last year Source:Capgemini Research Institute,Consumer demand survey,OctoberNo

166、vember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers,Capgemini Research Institute,What matters to todays consu-mer,January 2022.35Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for

167、 the consumer products and retail industries%of primarily online shoppers who have ordered directly from an online marketplace over the past six months by age group88%74%72%76%81%77%70%72%60%53%BoomersGen XMillennialsGen ZOverallNovember 2021 November 2022Fig.21Most age groups report a lower proport

168、ion buying from an online marketplace in 2022Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=516 primarily online consumers;Capgemini Research Institu-te,What matters to todays consumer,January 2022.In our survey,we asked those shoppers who had purchased the majority of th

169、eir grocery and/or health and beauty products online over the last six months whether they ordered products from an online marketplace,rather than from an individual retailer(for example,from a multi-brand,multi-product website such as Amazon,Alibaba,or Etsy,as opposed to shopping at a dedicated ret

170、ailer or brand outlet such as Target,Walmart,or Nike).The vast majority(72%)of these primarily online shoppers have ordered products directly from an online marketplace in the past six months,on either a one-time or subscription basis.This has remained relatively unchanged from 74%in 2021.By age gro

171、up,the biggest change from 2021 is in the proportion of Gen Z shoppers that ordered from an online marketplace in the last six months;76%in November 2022,down from of 88%in November 2021(see Figure 21).One potential reason for the decline seen in Gen Z might be the age groups rising interest in soci

172、al marketplaces.During 2021,nearly 56%of social media users in the US between 18 and 24 years old made at least one purchase via Facebook,Instagram,Pinterest,Line,WeChat,or VK.19 Social media platforms are becoming new social marketplaces,using native solutions like Instagram Shops,Pinterest Product

173、 Pins,and TikTok Shop.These marketplaces might offer a more curated,tailored experience that is more appealing to Gen Z shoppers than traditional online marketplaces.20 36Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and re

174、tail industriesSocial media influencers are on the rise 37Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Social media influencers are impacting consumers search and purchasing processesGlobally,social c

175、ommerce is estimated to have generated$724 billion in revenue in 2022 to date.Social commerce revenue is expected to realize a compound annual growth rate of 30.8%in the period 202230,reaching around$6.2 trillion by 2030,and driven primarily by Gen Z and Millennial social media users.21 The size of

176、the global influencer marketing industry is expected to reach$16.4 billion in 2022,and increase by about 30.3%annually through 2028,reaching nearly$85 billion.22%of consumers who have discovered a new product/brand on social media in the past six months%of consumers who learned of that new product/b

177、rand from a social media influencer in the past six months%of consumers who purchased that new product/brand in the past six months 32%22%16%Fig.22Social media influencers play an important role in consumers purchasing journeysSource:Capgemini Research Institute,Consumer demand survey,OctoberNovembe

178、r 2022,N=11,300 consumers.32%of consumers have discovered a new product or brand on social media in the past six monthsOur research reveals that one-third of consumers globally have discovered a new product or brand on social media in the past six months.This is consistent with a recent study that f

179、ound 34%of all global consumers say they learned of a new brand in the last six months via social media and surpasses the percentage of consumers who say they discovered a new brand while watching TV ads(22%).23Nearly one-quarter(22%)of all consumers learned of this product or brand through an influ

180、encer,and 16%went on to purchase the product or brand(see Figure 22).The proportion of consumers influenced by social media is highest in the US among the countries in our survey.Forty-one percent of US consumers have discovered a new product on social media,31%learned of the product through an infl

181、uencer,and 25%went on to purchase the product.38Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Brands are trying to take advantage of this trend by investing in social media marketing.Drieke Leenknegt,C

182、hief Marketing Officer,Timberland,a VF company,says:“Brands need to create relationships with the people that are influencing customers;this kind of collaboration is now key to their survival.”24 Social media influencers are impacting consumers across grocery,apparel,and health and beauty product pu

183、rchase decisions.Organizations across these sectors have woken up to this and are now working with social media influencers.Beauty giant Este Lauder is spending 75%of its marketing budget on collaborations with social influencers.25 Walmart currently works with influencers to promote its groceries a

184、nd apparel,as well as its Walmart+loyalty program;it plans to launch a platform that will employ social media influencers to assist the retailer and its 100,000 third-party sellers in promoting their goods and services online.26 Adidas is using micro-influencers i.e.,influencers with less than 100,0

185、00 followers on social media that have a more curated,cohesive community of followers to extend its reach via social media;27 the company runs Instagram influencer marketing campaigns to allow it to capture a younger audience.28Six in 10 Gen Z shoppers have discovered products via social mediaBy age

186、 group,younger consumers are much more likely to have discovered a new product on social media than their older counterparts.Over half(61%)of Gen Z shoppers have found a new product on social media in the past six months,compared to only 15%of Boomers(see Figure 23).%of consumers who have discovered

187、 a new product/brand on social media in the past six months by age groupOverall Gen Z Millennials Gen X BoomersBoomersGen XMillennialsGen ZOverall32%61%47%28%15%Fig.23Younger shoppers are more likely to discover new products on social mediaSource:Capgemini Research Institute,Consumer demand survey,O

188、ctoberNovember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers.39Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Product discovery thro

189、ugh social media influencers often leads to purchaseNearly one-quarter(22%)of all consumers globally have learned of a new product or brand in the past six months from an influencer,for example by following a celebrity that endorsed a product or brand by sharing his or her experience on social media

190、.By age group,nearly half(48%)of Gen Z consumers and over one-third(36%)of Millennial consumers have learned about a new product or brand from an influencer on social media over the past six months.Fewer Gen X and Boomers say the same(17%and 7%,respectively).Brands specifically target Gen Z and Mill

191、ennial consumers through social media influencers.Pepsi ran an influencer campaign,#SayItWithPepsi,to increase their sales along with in-store purchases at Walgreens.Pepsi used influential creators to develop original content including blog posts,photography,and branded video content and shared them

192、 with their Millennial target audience.The campaign resulted in more than 50,000 engagements.29 Once a consumer discovers a new product through an influencer,they often purchase,especially the younger age groups.Around 48%of Gen Z consumers have learned about a new product or brand from an influence

193、r on social media in the past six months32%of Gen Z consumers have purchased a product or brand they learned about from an influencer in the past six months40Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industri

194、es one-third(32%)of all Gen Z consumers have purchased the products they learned about from an influencer.One-quarter(26%)of Millennials say the same.Even among older age groups,the conversion rate is high.For example,7%of Boomers have learned of a product from an influencer,and 5%of them have gone

195、on to purchase that product in the past six months(see Figure 24).Lex Bradshaw-Zanger,CMO at LOral UK and Ireland,says:“Connecting the already enormous influencer and creator community with the ability to make sales through TikTok is a step forward in improving the consumer experience,linking conten

196、t to commerce,and creating a more fluid and seamless purchasing experience for our customers.”30%of consumers who learned of a new product/brand from an influencer and who purchased it in the past six months by age group17%7%5%13%48%32%36%26%22%16%BoomersGen XMillennialsGen ZOverallLearned of the ne

197、w product/brandfrom a social media influencer Purchased the new product/brand theylearned about from a social media influencerFig.24Gen Z and Millennials are most likely to have purchased a product they learned of from an influencerSource:Capgemini Research Institute,Consumer demand survey,OctoberNo

198、vember 2022,N=11,300 consumers;992 Gen Z consumers,3,264 Millennial consumers,3,332 Gen X consumers,3,712 Boomer consumers.41Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers perceive certain inf

199、luencers to be more credible than others Across all consumers,43%say that they can only relate to influencers who are“real people”and who share their own experiences of the brand/product,as opposed to a“virtual influencer”(i.e.,a fictitious/digital character developed and controlled by brand creator

200、s).Nearly one-third(31%)of all consumers would trust the recommendations of a virtual influencer if he or she shared credible content(see Figure 25).Such trust is highest among Gen Z(44%)and Millennial(42%)consumers.US retail clothing brand PacSun collaborated with the first virtual influencer,Mique

201、la,to strengthen the brands connection with its core youth demographic,many of whom are exploring the digital space.PacSun and Miquela will collaborate on social content,amplifying the brands back-to-school and 2022 holiday campaigns.31 Regarding the credibility of influencers:49%of all consumers(an

202、d 59%of Millennials)say that the influencers who are not sponsored or paid by the brand/product are more credible 47%of all consumers(and 58%of Gen Z and Millennial consumers)say that influencers who share the positive and negative sides of a brand/product are more credible.BoomersGen XMillennialsGe

203、n ZOverall%of consumers who agree to the below statements by age group41%32%19%31%54%44%53%42%43%31%I can only relate to influencers who arereal people and who share their ownexperiences of the brand/product I would trust the recommendations of a virtualinfluencer if he/she shared credible contentFi

204、g.25Gen Z and Millennials are most likely to relate to real-life influencers,but would trust virtual influencers with credible content Source:Capgemini Research Institute,Consumer demand survey,OctoberNovember 2022,N=11,300 consumers;992 Gen Z consu-mers,3,264 Millennial consumers,3,332 Gen X consum

205、ers,3,712 Boomer consumers.44%of Gen Z consumers would trust the recommendations of a virtual influencer if he or she shared credible content42Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries How brands a

206、nd retailers can ride through ongoing shifts in consumer behavior 43Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Based on our research,we have identified three key actions for brands and retailers to

207、meet the evolving needs of todays consumer who is concerned about their financial situation,price-conscious,changing the way they make purchasing decisions and where they shop,and spending less overall.1.Adapt to compete:Driving cost reductions and margin improvement by rethinking the way brands and

208、 retailers operate,how the supply chain is organized,and how to engage shoppers throughout their online and offline journeys 2.Unlock channel growth:Identifying new revenue streams and growth opportunities through new initiatives and operating models3.Lead with purpose:Managing the growing tension b

209、etween the simultaneous need for affordability and sustainabilityAdapt to competeCosts across many dimensions including product,energy,labor,and shipping have increased for brands and retailers over recent months and years.It is important for brands and retailers to adopt technologies that support i

210、mproved decision-making,thereby leading to operational efficiencies and more productive use of current assets and resources.In doing this,brands and retailers can then pass on that savings to consumers.These“cost-out”activities should be viewed to add value to the customer and employee experience,as

211、 opposed to just removing costs for the business.Leverage technology in the assortment and planning process to ensure availability and affordability Brands and retailers can use technology such as data and analytics,AI,and automation in their assortment and planning processes to optimize costs.For e

212、xample,analytics can be used to reduce inventory,identify underperforming areas,and recommend solutions to increase space productivity.It can also be used to localize the right assortment mix for a specific store or online channel and enable auto reconciliation and dynamic correction of forecasts ba

213、sed on incoming,real-time data.Tesco suppliers can now cut production costs and reduce waste by selling or donating surplus stock or products to other suppliers through Tesco Exchange,a new online marketplace that matches suppliers who have too much of a product with other Tesco suppliers that need

214、it.32 Retailers also need to provide clear communication to consumers,which includes personalized promotions within loyalty programs,information on the assortment mix,availability of products,pricing across entry-level and premium products,and the value customers receive from purchasing their produc

215、t compared to a competitors product.Automate warehouse operations Consumers are expecting faster deliveries.Over one-third of consumers globally say that ordering groceries online with 2-hour delivery is important to them and 32%say the same for 10-minute delivery.The last mile is the costliest part

216、 of the journey for companies and accounts for 53%of overall shipping costs.33 As a result,many companies are trying to digitally transform their supply chains and adopt technologies such as automation,analytics,and robotics in their warehouses and autonomous vehicles and robotics in their delivery

217、processes.44Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries As the volume of fast delivery increases,leveraging technology to optimize costs is critical.Warehouse and sorting represent a significant oppo

218、rtunity to reduce costs through automation.For example,they can reduce fulfillment errors.When items are left out of an order by mistake,multiple packages have to be sent out to remedy the error,increasing costs and decreasing customer satisfaction.Returns can also be processed using the same automa

219、ted systems.Depending on the type of automation used,our research on last-mile delivery showed that warehouse automation could potentially increase profit margins by 8%through higher throughput and lower fulfillment cost.34 Technologies that could be used to automate warehouse operations include:Ful

220、ly automatic,with a rail system in the warehouse where automated carts move and pick items Semi-automatic,where robots lift the rack with the products and take it to be selected and parceled Human-assisted,where the delivery carts give personnel direction to the rack where the item is stored,accompa

221、ny them,and help in item identification.35 Enable autonomous delivery Delivery through autonomous vehicles is still at an early stage but has significant potential to transform the last-mile delivery cost model.Our previous analysis showed that it could potentially increase profit margins by up to 1

222、4%.36 In October 2021,the UK retail chain Ocado announced that it had invested 10m in self-driving tech startup Wayve in order to develop autonomous vehicles for grocery delivery.37 In April 2021,American pizza company Dominos launched autonomous pizza delivery with an on-road robot in Houston,Texas

223、 in partnership with Nuro,a self-driving delivery company.38 Walmart has also started using fully driverless trucking in its online grocery business,aiming to increase capacity and reduce inefficiencies.39 45Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tra

224、cker for the consumer products and retail industries Unlock channel growthBrands and retailers must identify new revenue streams and growth opportunities through initiatives,such as expanding into new channels to reach customers.One way to do that is to leverage the power of social media influencers

225、.Divert marketing spend on key influencers when targeting Gen Z and Millennials Influencer marketing is growing into a powerful tool to reach new and existing audiences.An effective influencer strategy enables marketers to connect with customers in ways that other forms of marketing and advertising

226、cannot accomplish.This starts with choosing the appropriate influencer for the appropriate target audience.Brands and retailers must select an influencer who is a natural and authentic fit for the campaign and for the needs and preferences of the target audience.Selecting an influencer for a Gen Z s

227、hopper will look very different than for a Boomer shopper given their different browsing and purchasing behaviors.Brands and retailers should focus on the connection the influencer has with his or her followers and the relevance to the brand rather than solely the number of followers the influencer

228、has.Apart from authenticity,correlating the type of business and the goals of the business with the influencers lifestyle also remains as an important criterion when selecting the“right”influencer.In our current research,70%of consumers buying products on social media said they trust influencers whe

229、n they use the product and share their own experiences and reviews of the product.When influencers show a credible affinity for the brands and products they recommend,it can have a positive impact on their audiences.In 2021,LOral used influencers that customers could relate to within their campaigns

230、 as opposed to celebrities to build greater trust in the brand.They partnered with five of the UKs most influential YouTube beauty vloggers,who together have a combined audience of 5.5 million followers.This helped cement LOrals position as a digital beauty brand.4046Capgemini Research Institute 202

231、3What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Diversify content strategy to the needs of different consumer segments to optimize conversion Understanding the demographics and psychographics of audiences is very important in influence

232、r and creator marketing.Understanding which segment of a companys customer base interacts with which platforms is also very important.In our current research,nearly 61%of Gen Z consumers discover new products through social media and 48%through social media influencers.Thirty-two percent end up buyi

233、ng these products on social media.This behavior is quite in contrast with Gen X or Boomer shoppers due to their varied browsing and buying behaviors.Therefore,brands and retailers must offer experiences and content that support two divergent sets of needs within the same channel.Hagen-Dazs,an Americ

234、an ice cream brand,partnered with New York City influencers to create content and events targeted to Millennials,marketing their ice cream as an essential part of summer.The campaign generated 14.3 million impressions and 27,400 social engagements.41 Brands and retailers need to focus on co-creating

235、 content closely with the influencer to convey the right message to the right audience about their brand and products.Social media viewers have short attention spans.Creating videos that are 15-30 seconds long or even shorter while keeping the Viral content has three key elements:a great hook,a stro

236、ng message,and an understanding of what the audience wants to see.Carrie Berk,Content creator with a monthly engagement of more than 70 millionmessages simple and clear is important.Nineteen-year-old Carrie Berk,a verified content creator across several social media channels with a monthly engagemen

237、t(views,likes,and comments)of more than 70 million,says:“Viral content has three key elements:a great hook,a strong message,and an understanding of what the audience wants to see.”42 Lead with purposeBrands and retailers must manage the growing tension between the simultaneous need for affordability

238、 and sustainability.Revaluate pricing strategies to provide affordable options With todays high inflation and soaring energy bills,consumers are struggling to meet their basic needs for food and other essential items.Around half of consumers we surveyed(45%)are worried about affording food or other

239、basic household necessities.Consumers are expecting retailers and brands to come forward and help them through this difficult time.Sixty-seven percent of consumers say that brands and retailers should accept lower prices for the products that they need to survive(i.e.,essential items like food,medic

240、ine,fuel,apparel,and utilities).Brands and retailers must empathize with consumer concerns by keeping prices fair and consider how they can reduce their operational costs to be able to pass 47Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the con

241、sumer products and retail industries on cost savings to the customer via promotions,discounts,price freezes,or other means.Many businesses have already risen to the challenge and have come up with innovative ways to help their customers.Beauty retailer Boots has committed to freezing the price of ov

242、er 1,500 Boots own-brand products“to ensure they remain affordable”at least until the end of the year.43 Offer loyalty programs with strategies that simultaneously help customers with their cost of living and ensure higher customer lifetime value The current situation is a unique opportunity for loy

243、alty if the loyalty program incorporates smart mechanisms that help customers through the crises beyond purely transactional benefits,which are table stakes for any loyalty scheme.The most effective loyalty programs will offer additional,smart ways for loyal customers to reduce their spending,such a

244、s tasty and/or healthy recipes that save money.As part of its nearly$90 million program to support customers and staff over the next year,UK supermarket group Asda launched an“Essential Living Hub,”an online money-saving advice site to help parents struggling with the cost of living.The hub includes

245、 tips on energy saving,buying,and cooking smarter and ideas for free family days out.44 The majority(70%)of consumers highlight that they would want brands and retailers to provide more discounts to help them purchase essential items,such as food,medicine,fuel,apparel,and utilities,and they are also

246、 expecting to receive bigger discounts as a loyal customer.Brands and retailers should factor this into their loyalty program strategies to meet consumer expectations during this challenging economic time.The brands and retailers that anticipate and meet consumer expectations will likely be rewarded

247、 with customer loyalty in the post-crisis period,as we found that 74%of consumers plan to purchase more products or services in the future from companies that help them through this difficult time.Indeed,many retailers are tapping this opportunity by offering higher discounts to their loyal customer

248、s.Thrive Market,an online grocery platform that offers$5 monthly memberships,launched a discount destination hub for cost-conscious consumers in October 2022.Members have access to the new Thrive Rewards program,which compiles deals across the site into one location.Thrive Market promises members th

249、ey will make back their annual membership fee in savings or receive a credit for the difference.45 Supermarket chain Asda rolled out a new loyalty program,“Asda Rewards,”through which customers can earn pounds,building up a“Cashpot”to spend in-store or online.46 Exercise social responsibility to hel

250、p impacted segments of society Consumers would value a brand or retailer going beyond their current capabilities to help society come out of this crisis.In our survey,68%of consumers say that companies need to do more than they are currently doing to help society.Various brands and retailers are ext

251、ending themselves to help their communities.In June,Asda launched the“kids eat for 1”offer in Asda cafes and has since served more than 330,000 childrens meals.47 Retailers such as Coop,Aldi,and Asda have increased pay for all their store-based employees.In an effort to reach underserved populations

252、,Aldi donated 700,000 meals to charities,food banks,and community groups during the school summer holidays through a partnership with Neighbourly.48 Boots donated 50,000 products including soap,deodorant,toothbrushes,and feminine care products to the Hygiene Bank,a UK charity providing essential pro

253、ducts to low-income households and people living in poverty.4948Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries CONCLUSIONAs we found last year,retail continues to undergo an incredible shift,driven by c

254、hanging consumer behaviors and expectations.Brands and retailers have to respond to ever-changing patterns of customer demand,shifting geopolitical situations,global supply-chain pressures,the COVID-19 pandemic,and now the cost-of-living crisis.Todays consumer is still shopping in multiple channels,

255、but their price consciousness has risen in light of inflation and increasing concerns over affordability.They are interacting with stores and online channels less than last year,but still want the conveniences of delivery and fulfillment that they previously demanded.Consumers today want sustainable

256、 products at an affordable price point and they expect companies to help them through this difficult time.Brands and retailers must make it easier on the consumer by reducing their costs and offering new and creative ways to provide both affordability and sustainability.From our survey of over 11,00

257、0 consumers around the world,it is also clear that shoppers are becoming more influenced by social media,and many are making purchases based on influencers they follow,especially younger generations.49Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker fo

258、r the consumer products and retail industriesWe surveyed 11,300 consumers over the age of 18 in 11 countries across North America,Europe,and Asia Pacific.The global survey took place in October and November 2022.The demographic details of consumers are below.RESEARCH METHODOLOGY50Capgemini Research

259、Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers by age groupConsumers by self-identified genderNovember 2021 November 2022November 2021 November 2022Boomers,age 5775Gen X,age 4156Millennials,age 2540Gen Z,age 182

260、4ManWoman10%9%29%30%28%28%34%33%52%52%47%48%Research methodology51Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers by number of people in householdConsumers by self-identified residential areaNo

261、vember 2021 November 2022November 2021 November 20226+54321Rural areaTown/suburban areaLarge city/urban area23%17%34%36%20%22%16%18%5%5%2%2%43%43%41%42%16%15%Consumers by educationNovember 2021 November 20223%2%45%43%30%32%15%15%4%5%3%2%OtherDoctoral or professional degree(e.g.,PhD,EdD,MD,JD/LLD)Pos

262、tgraduate degree(e.g.,MA,M.Tech,MBA)Undergraduate degree(e.g.,BSc,B.Tech)High school/secondary schoolElementary schoolFull-time studentUnemployedRetiredSelf-employed,consultant,or freelancerPart-time employedFull-time employedConsumers by employmentNovember 2021 November 202241%46%12%13%6%6%21%21%14

263、%11%4%3%Research methodology52Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Consumers by country of residenceConsumers by annual household incomeNovember 2021 November 2022November 2021 November 202210

264、%10%9%9%10%9%10%9%10%9%9%10%9%10%9%10%9%10%9%10%9%14%15%51%45%22%23%14%16%1%United StatesUnited KingdomSwedenSpainNetherlandsJapanItalyGermanyFranceCanadaAustraliaPrefer notto say$100,000$149,999+$60,000$99,000$20,000$59,999Less than$20,000Source:Capgemini Research Institute,Consumer demand survey,O

265、ctoberNovember 2022,N=11,300 consumers;Capgemini Research Institute,What matters to todays consumer,January 2022,N=10,179 consumers.*The study findings reflect the views of the respondents to our online questionnaire for this research and are aimed at providing directional guidance.Please contact on

266、e of the Capgemini experts listed at the end of the report to discuss specific implications.Research methodology53Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Service attributes tested among grocery a

267、nd health and beauty shoppers:APPENDIX Delivery and fulfillment-relatedservices Grocery and health andbeautyIn-store experiences Grocery In-store experiences Healthand beautyEasy and clear return policiesAbility to specify delivery time slotIn-home delivery(e.g.,front entryway,garage)Order online wi

268、th same day home deliveryOne-click addition to online shopping cart(based on past purchases)Order in store with same day home deliveryOrder online,pick up curbside/at storeOrder online as a subscription/on a recurring basisContactless checkout(i.e.,self-checkout,no contact with store employee requir

269、ed)In-store curated recipes and other content(e.g.,meal planning tips,ingredient suggestions)Ability to dine in at the grocery storeIn-store culinary lessons on how to cook healthy meals for less moneyContactless checkout(i.e.,self-checkout,no contact with store employee required)In-store makeup les

270、sons/workshopsAbility to personalize the productTechnology to help with your decision(e.g.,virtual try-on,skincare analysis)54Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries 1.“Cost-of-living crisis”refe

271、rs to a scenario in which the cost of everyday essentials like energy,food,and housing is rising much faster than average incomes.2.Financial Times,“Unilever raises prices by 8%and warns inflation will accelerate,”April 2022.3.Bloomberg,“Unilevers sales rise as consumers swallow higher prices,”July

272、2022.4.CNBC,“Walmart CEO says people are price-focused regardless of income level,”August 2022.5.World Economic Forum,Heres how inflation is affecting consumer spending in the US,”November 2022.6.Nielsen IQ,“The US moved 16 points closer to a consumer recession in Q3,”November 2022.7.Tesco,“Tesco to

273、 lock over a thousand everyday products at low prices until 2023,”October 2022.8.Reuters,“Britains Morrisons picks out over 500 products for price cuts,”April 24,2022.9.Grocery Gazette,“Waitrose launches saving campaign to help shopper combat rising prices,”September 2022.10.Iceland,“Shop Smart,Cook

274、 Savvy:An Iceland and Utilita partnership manifesto,”August 2022.11.Wales Online,“Asda reducing prices of more than 100 items including tea and cheese and increasing pay for staff,”April 2022.12.Yahoo Finance UK,“Iceland offers over-60s 10%discount on shopping bill every week,”May 2022.13.Standard.C

275、o.UK.“Currys cash for trash offer rewards you for being green,”July 2022.14.Forbes,“Loyalty programsA tool in times of crisis,”September 2022.15.Yahoo,“Taco Bells Taco Lovers Pass is now a permanent service,”February 2022.16.Reuters.“Loyalty pays off for Tesco as Britons feel the pinch,”February 202

276、2.17.British Retail Consortium,“Footfall stumbles in October,”November 2022.18.Capgemini Research Institute,How sustainability is fundamentally changing consumer preferences,June 2020.19.Influencer Marketing Hub,“Social commerce statistics users,revenue and usage stats,”October 2022.20.Influencer Ma

277、rketing Hub,“Social commerce statistics users,revenue and usage stats,”October 2022.21.Statista,“Social commerce revenue worldwide from 2022 to 2030,”September 2022.22.Woosuite,“Global influencer market size,”2022.23.YouGov,“Global:Which channel is most effective for brand and product discovery,”Sep

278、tember 2022.24.Capgemini Research Institute,Conversations for Tomorrow Edition 4,The new face of marketing,2022.25.Forbes,“Why social media marketing will only become more popular in the beauty industry in 2022,”February 2022.26.Economic Times,“Walmart explores matchmaker marketplace for social REFE

279、RENCES55Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries media influencers,”August 2022.27.Digiday,“How Adidas is using smaller-scale influencers,”June 2019.28.Grin,“9 brands who nailed influencer marketi

280、ng and got amazing results,”November 2022.29.Influencer marketing hub,“15 influencer marketing examples to power your influencer campaign planning,”October 2022.30.Cosmetics Business,“LOrals chief digital boss plans to take cosmetics into virtual era,”August 2021.31.PR Newswire,“Pacsun partners with

281、 the first ever virtual influencer,Miquela,”August 2022.32.TESCO33.Forbes,“Managing the complexities of last-mile delivery,”September 2022.34.Capgemini Research Institute,The last mile delivery challenge:Giving retail and consumer product customers a superior delivery experience without impacting pr

282、ofitability,2019.35.Capgemini Research Institute,The last mile delivery challenge:Giving retail and consumer product customers a superior delivery experience without impacting profitability,2019.36.Capgemini Research Institute,The last mile delivery challenge:Giving retail and consumer product custo

283、mers a superior delivery experience without impacting profitability,2019.37.Reuters,“UKs Ocado invests in Wayve for autonomous grocery deliveries,”October 2021.38.Dominos,“Dominos and Nuro launch autonomous pizza delivery with on-road robot,”April 2021.39.CNBC,“Walmart is using fully driverless truc

284、ks to ramp up its online grocery business,”November 2021.40.eTail Canada,“LOral Canadas influencer marketing strategy,”2022.41.Influencer marketing hub,“15 influencer marketing examples to power your influencer campaign planning,”October 2022.References42.Capgemini Research Institute,Conversations f

285、or Tomorrow Edition 4,The new face of marketing,2022.43.The Grocer,“Boots freezes prices on 1,500 own-label products until end of the year,”June 2022.44.Asda,“Our new money-saving hub offers tips to help parents during the summer holidays,”July 2022.45.Modern Retail,“Something that adds value beyond

286、 just the discount:Thrive Market is testing out new rewards program,”October 2022.46.Asda,“Asda confirms shoppers nationwide can now access its loyalty program,”August 2022.47.Asda,“Children can eat for just 1 at Asda,”July 2022.48.Aldi,“Aldi to donate 700,000 meals to charities over school summer h

287、olidays,”2022.49.Boots,“Boots supports National Hygiene Week with The Hygiene Bank,”October 2022.56Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries AUTHORSTim Bridges Global Sector Lead,Consumer Products,

288、Retail Distribution,Capgemini Lindsey MazzaGlobal Retail Lead,Capgemini Owen McCabeVice President,eCommerce,CKees Jacobs Vice President,Global Lead for Insights and Data,Capgemini Consumer Products and Retail Steve Hewett Customer Transformation and Experience Lead,frog,Part of Capgemini Inventsteve

289、.hewettfrog.coMichael PetevinosSenior Vice President,UK Lead,Capgemini Consumer Products and R57Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consumer products and retail industries Sumit Cherian Senior Manager,Capgemini Research Institute J

290、erome Buvat Head of the Capgemini Research Institute Marisa Slatter Director,Capgemini Research Institute Mayank SharmaVice President,Global Supply Chain Capability Lead,Capgemini Authors58Capgemini Research Institute 2023What matters to todays consumers 2023:consumer behavior tracker for the consum

291、er products and retail industries GermanyErnesto Marin Grez The authors would like to especially thank Harshada Suresh Sambare and Mridul Agarwal from the Capgemini Research Institute for their contributions to this research.The authors would also like to thank Richard Grave,Emmanuel Fonteneau,Achim

292、 Himmelreich,Vito Labate,Katarina Bromberg Segal,Kristin Morris,and Ashwani Kumar for their contributions to this research.About the Capgemini Research Institute The Capgemini Research Institute is Capgeminis in-house think tank on all things digital.The Institute publishes research on the impact of

293、 digital technologies on large traditional businesses.The team draws on the worldwide network of Capgemini experts and works closely with academic and technology partners.The Institute has dedicated research centers in India,Singapore,the United Kingdom,and the United States.It was recently ranked n

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