Deloitte: The Related Client Paradox


Fourth annual Deloitte “Related Client” survey reveals shoppers need to steadiness digital and bodily lives as they streamline units, spend selectively on expertise, demand innovation, security and utility in a linked world

NEW YORKSept. 7, 2023 /PRNewswire/ —

Key takeaways

  • Almost half of households (48%) purchased not less than one new linked gadget in 2023, with 16% including three or extra.
  • As households add new tech units, they’re trimming units that now not match their wants. Households have a median of 21 linked units in 2023, down from 25 in 2021 when many loaded up on expertise through the COVID-19 pandemic.
  • Shoppers need to trim tech complexity: 41% dislike managing their units, whereas 28% say managing tech units and subscriptions is “overwhelming.”
  • Worker desire for hybrid work elevated by 7 share factors in 2023. The principle advantages of hybrid work cited by respondents embody higher relationships with household and associates, and improved well being and well-being.
  • Satisfaction with digital well being visits is rising. Most individuals who skilled a digital well being go to would like digital or hybrid choices sooner or later for psychological well being and power situations.
  • Mother and father see positives in linked units for his or her kids, reporting they improve studying, allow new experiences, and hold youngsters organized — however in addition they fear about potential harms and set boundaries on their kids’s digital behaviors.
  • Safety issues have grown: 58% of surveyed shoppers fear their units are susceptible to safety breaches (up from 50% in 2022), and 58% fear that organizations or folks may monitor them by their units (up from 41% in 2022).

Why this issues

Deloitte unveiled the outcomes of its 2023 Connected Consumer Survey,” fourth version to offer perception into shopper sentiment about digital units and expertise and discover how shoppers are optimizing utilization, whereas placing a steadiness between digital and bodily worlds.

The examine of over 2,000 U.S. shoppers highlights ways in which folks combine digital applied sciences into their lives. It captures the heartbeat of a populace more and more reliant on expertise for distant work, digital schooling, digital well being care, health, communication and leisure. Regardless of the complexities and potential drawbacks, shoppers surveyed convey a robust sense of resilience and adaptableness, whilst they name for extra assist from tech firms to innovate and safe their digital experiences.

Key quote

“Deloitte’s Related Client survey paints a vivid image of a society that’s studying to make use of expertise properly. Shoppers are now not amassing units; they’re rigorously choosing them with function to foster digital concord. From embracing a extra aware method to gadget consumption to adapting to the altering panorama of digital well being care and hybrid work, the findings underscore the ingenuity and resilience of the trendy shopper. The journey forward is full of alternatives for firms to innovate and reply to those evolving wants.”

—     Paul Silverglate, vice chair, Deloitte LLP and U.S. expertise sector chief

Streamlining units and digital behaviors

Whereas the typical variety of digital units within the family dropped by 4 previously two years, from 25 in 2021, to 21 in 2023, that doesn’t imply shoppers have much less curiosity in units. As a substitute, it signifies they’re streamlining and eliminating out of date or less-useful units whereas nonetheless buying new ones. There is a chance for tech firms to raised assist clients desirous to strike a steadiness that maximizes advantages and minimizes the drawbacks of residing a linked life.

  • Forty-eight % (48%) of surveyed shoppers bought new linked units for his or her family previously 12 months.
  • Amongst respondents, 63% anticipate their spending on buying units to remain the identical over the following 12 months, and solely 7% anticipate to lower spending. 9 % (9%) plan to extend their spending.
  • Forty-nine % (49%) of shoppers delayed gadget purchases through the previous 12 months as a consequence of financial situations, whereas 33% really feel they’ll’t afford to purchase the tech units their family wants (up from 25% in 2022).
  • Shoppers proceed to grapple with managing their digital lives: 41% dislike managing their units, and 28% really feel overwhelmed by the variety of units and subscriptions they should handle (up from 24% in 2022).

A concentrate on digital well-being with elevated safety of units and residential

The examine discovered a rise in shopper actions taken to guard information privateness and safety, reflecting shoppers’ heightened consciousness and proactive stance in direction of digital security. Sensible house units are indispensable to many and have grow to be a part of their every day lives — typically getting used to assist improve house safety.

  • Amongst shoppers surveyed, 34% have been sufferer to not less than one form of safety breach previously 12 months, and 16% skilled two or extra.
  • Gen Zs have been greater than twice as probably as boomers to have their social media account hacked (17% vs. 8%) and thrice extra probably than boomers to fall for a web-based rip-off (16% vs. 5%).
  • Seventy-nine % (79%) of shoppers say they’ve taken not less than one step to handle their information privateness and safety issues (up from 71% in 2022).
  • Sensible house units that almost all house owners contemplate important all relate to house security, together with sensible door locks, sensible smoke detectors, safety techniques, and doorbells with cameras.

Embracing digital well being care, health units and distant studying

The examine discovered elevated satisfaction with digital well being care companies, signaling rising acceptance and understanding of digital entry to well being care. Like well being care, a good portion of respondents expressed curiosity in persevering with a mix of distant and in-person studying, showcasing an appreciation for the flexibleness that digital school rooms provide. The previous 12 months has additionally seen important adjustments in shopper attitudes and behaviors in direction of health units.

  • Forty-two % (42%) of respondents had not less than one digital medical appointment previously 12 months, and 9 in 10 have been very/considerably happy with their digital medical appointments.
  • For schooling, distant studying is gaining followers: 52% of those that discovered remotely over the previous 12 months want to be taught utterly/largely remotely sooner or later, up from 41% in 2022.
  • Sixty-four % (64%) of each smartwatch/health tracker and smartphone house owners report these units enhance their well being. Sixty-nine % (69%) of smartwatch/health tracker customers say the gadget improves their health, and 58% of smartphone house owners really feel the identical about their telephones.

Thriving in a hybrid workforce

The examine affirms that respondents would love hybrid work to remain. Many individuals choose a mix of distant and in-office work and report excessive ranges of satisfaction with this association. As workers adapt to hybrid work, the necessity for companies to refresh and enhance tech options turns into extra obvious.

  • Fifty-six % (56%) of employed adults labored in a totally distant or hybrid means at their major job over the previous 12 months (22% stated they labored totally at house, and 34% cut up their time between in-office and at-home), and almost half stated they helped drive the choice.
  • Many distant and hybrid employees really feel that working from house has improved their relationships and emotional well-being. Amongst respondents, 45% stated working from house prompted household relationships to enhance and 40% stated it improved their emotional well-being.

Key quote 

“Digital transformation is reshaping how we dwell and work in elementary methods. Expertise is extra important than ever, serving as a frontier for benefit, innovation, and aggressive differentiation. From leveraging 5G, to exploring the hurdles of hybrid work and assessing the potential of generative AI, our examine reveals how companies and shoppers alike are pushing boundaries. Our position is to advise our shoppers on methods to keep forward of this curve, aligning expertise with human wants, and crafting options that drive a seamless, productive, and extra linked life.”

—      Jana Arbanas, vice chair, Deloitte LLP, and U.S. telecom, media and leisure sector chief

Shoppers need innovation in 5G

One other discovering from the examine was shoppers’ continued name for revolutionary apps and experiences that take full benefit of 5G expertise capabilities. Greater than half of the respondents with 5G smartphones (53%) stated they’re searching for these apps, and greater than 1 / 4 (26%) expressed disappointment within the lack of such revolutionary apps and companies.

  • General, 62% of shoppers with smartphones say they’ve 5G, up from 50% in 2022.
  • 5G smartphone customers say they do extra of some issues, in comparison with earlier than that they had 5G, with 1 in 5 utilizing their telephone extra to pay for objects in a retailer and to behave as a hotspot. Almost 1 in 4 watch streaming movies extra (4 in 10 Gen Zs do extra of this than earlier than that they had 5G), and almost 1 in 5 play extra videogames (1 in 3 Gen Zs do extra of this than earlier than that they had 5G).
  • 5G fastened wi-fi is an rising pattern for house web: 12% of house web shoppers say they’ve fastened wi-fi (in comparison with 8% in 2022), and a majority of them say it’s 5G.

Future views: immersive 3D experiences (metaverse) and generative AI

The examine factors to the promising development of immersive 3D experiences and rising curiosity and consciousness in generative AI amongst shoppers, particularly within the youthful generations.

  • Greater than 6 in 10 Gen Zs and greater than half of millennials are concerned with studying by viewing or interacting with 3D objects or representations; touring to locations of curiosity just about; assembly with family and friends in 3D areas; attending 3D digital leisure occasions; and purchasing in 3D shops.
  • Nearly 1 in 5 respondents surveyed (17%) stated they’ve experimented with generative Al or used it for tasks/duties: Of those, 72% used it for private functions, 21% for varsity/schooling, and 20% for his or her job/skilled functions. Seventy-two % plan to maintain utilizing it.

About this survey

To know shopper attitudes towards “digital life,” the Deloitte Heart for Expertise, Media & Telecommunications carried out a survey of two,018 US shoppers in Q2 2023. Points of digital life that the survey coated embody units (expertise, leisure, sensible house, smartphones), connectivity (house web and cellular), digital experiences (work, faculty, and well being care), wearables (health trackers and sensible watches), and challenges of managing all of it. All information was weighted to the newest US Census to reach at a consultant view of US shoppers’ opinions and behaviors. To realize a extra detailed understanding of varied shopper teams, we additionally segmented respondents into generational teams outlined by their start 12 months: Technology Z (1997–2009), Millennials (1983–1996), Technology X (1966–1982), Boomers (1947–1965), and “Matures” (1946 and prior).

About Deloitte

Deloitte gives industry-leading audit, consulting, tax and advisory companies to lots of the world’s most admired manufacturers, together with almost 90% of the Fortune 500® and greater than 8,500 U.S.-based personal firms. At Deloitte, we try to dwell our function of constructing an impact that matters by creating belief and confidence in a extra equitable society. We leverage our distinctive mix of enterprise acumen, command of expertise, and strategic expertise alliances to advise our shoppers throughout industries as they build their future.  Deloitte is proud to be a part of the most important international skilled companies community serving our shoppers within the markets which might be most vital to them. Bringing greater than 175 years of service, our community of member corporations spans greater than 150 international locations and territories. Learn the way Deloitte’s roughly 415,000 folks worldwide join for affect at www.deloitte.com.

Deloitte refers to a number of of Deloitte Touche Tohmatsu Restricted, a UK personal firm restricted by assure (“DTTL”), its community of member corporations, and their associated entities. DTTL and every of its member corporations are legally separate and impartial entities. DTTL (additionally known as “Deloitte International”) doesn’t present companies to shoppers. In america, Deloitte refers to a number of of the US member corporations of DTTL, their associated entities that function utilizing the “Deloitte” identify in america and their respective associates. Sure companies will not be out there to attest shoppers beneath the principles and rules of public accounting. Please see www.deloitte.com/about to be taught extra about our international community of member corporations.

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