the future of shopping
TRANSCRIPT
The future of shopping e-Commerce, exponential technologies and human experiences
Future marketHuman expectations
Technological opportunities
Corporate transformation
Past Now Soon Tomorrow Future
ARTIFICIAL INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS
Future marketHuman expectations
Technological opportunities
Corporate transformation
Opportunity space
ARTIFICIAL INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS
Disruptors are shifting the customer expectations
The age of complexityTry at home Personal concierge Proactive chat Chatbots Contextual suggestion via mail Mobile app Adaptive tracking Proactive tracking OTT integration Aftersales customization Social commerce Proximity marketing to ecommerce Loyalty on payment Shop at store Shop in dressing room Google local shopping Interactive catalogue Soft commerce Personal concierge service Smart shop windows
Buy online receive at home Buy online pickup at store Buy online pay at store Buy online pickup at point Buy at store receive at home Buy at store pay online Buy online return at store Buy at store return online Cross border customer care Augmented reality shopping Virtual reality shopping 3d scan Personalized e-commerce Experiencial commerce Robot agent for commerce Product reservation Fast track Premium programs Smart wishlist Delivery with UBER
3 mass market trends on e-commerce CX
NEW CUSTOMERS EXPERIENCE
Chatbots as Concierge, Assistant & Scouts
NEW CUSTOMERS EXPERIENCE
Super-fast service delivery (via stores or logistics)
NEW CUSTOMERS EXPERIENCE
Content commerce integration
THE GAME FOR THE EXPONENTIAL FUTURE
customer ❤ = available, fast, reliable, accountable more than OTT Otherwise you’re only the product
HUMAN EXPERIENCE
PRODUCTS & SERVICES
PLATFORMS
PROCESSES & ORGANIZATION
TOOLS
SERVICE MODEL
TRASFORM
The organization with totally new paradigm in mind