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RetailDigital Customer Experience

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Index to glossary...

What’s not coveredWe are not learning “How to code”No a deep dive into a specific technology, business or user needNot going too deep thinking retail

What’s probably coveredUnderstand facets of digital technology Empowering different businesses in delivering better experiences and/or solving problems

Think about some cool ideas around digital technology and its specific relevance

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Third Wave of Digital

Digital Living Service

Living Services arethe result of twopowerful forces:the digitizationof everything and‘liquid’ consumerexpectations

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Sensors

Technologies Enabling Rise of the Living Services

Jawbone UP, Nike Fuelband, Fitbit Flex, Basis, Pebble, MotoACTV, Garmin, Leikr, TomTom

Latest estimates fromGartner suggest that there will be 30 billionconnected devices by 2020 (up from 2.5billion in 2009).

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Technologies Enabling Rise of the Living Services

Faster networks

Intelligent and aware with real-time analytics

Anytime, anywhere access with Cloud

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Entrepreneurship is in their DNA. Result oriented. Surrounded by DIY education and crowdsourcing. Feel pressured to gain professional experience at a very early age

Multi-tasking across as many as 5 screens.

Shorter attention span. 8 sec is the avg. Ultimate consumer of snack media, bite size communication. Liking for Vine. Can process more information faster

Suffer from FOMO – fear of missing out. So being culturally connected is critical

Don’t track me. More concerned about privacy issues, data security. Drawn to ephemeral Snapchat, Secret and Whisper

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Are self-directed in research. Use multiple channels of interactions.

Customer Decision Journey has changed – Its is no longer linear

Consumers are experiencing many more product choices and channels of communication

Methods of researching and buying less linear and a bit more complicated

Digital Living Service

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Disruption in Different Businesses

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$1 Billion Bet by Disney

Digital Living Service

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Digital Disrupting Travel

Digital Living Service

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Digital Disrupting Travel

Digital Living Service

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Digital Disrupting in Payments

Digital Living Service

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Digital Disrupting in Payments

Digital Living Service

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Starwood Hotels Phone Keys

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Smart Homes

Multi-channel

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Connected Cars and Homes

Insurance in the box Driverless, shared cars Pay as you drive

Digital Living Service

SmartThings

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Reimagining Retail

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• The Omni-channel Dilemma

• Lack of customer intelligence

• Customers are more aware and are better

informed

• Evolving Customer Profiles

• Lower footfalls

• Customer Loyalty

• Channel Conflict

Current Challenges

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Location and context sensitive in-store assistance

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Tate Modern encouraging visitors to leave their mark

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Informative product experiences

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Storytelling Through Playful Interactions

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More immersive environmental experiences

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Informative product experiences

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Bringing Stores Near You

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Making transaction easy

Multi-channel

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Making Transaction Ubiquitous