webinar - cx strategy: millennials & mcommerce
TRANSCRIPT
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
KEY LIME INTERACTIVETRAILBLAZER SERIES
September 15, 2015
CX Strategy: mCommerce and Millennials
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
This webinar will focus on these topics related to Millennials (Born 1981-97) and CX/UX:
● Personalization vs. Customization● Wearables● Digital storytelling● Location-based deals / Geo-location / Beacons /
NFC ● New buy button trend (on Twitter, Facebook and
soon, Google)
AGENDA
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
TODAY’S SPEAKERS
Ania Rodriguez, CEOKey Lime Interactive
● Inc5000 Highest Ranked UX Firm (930 of 5000)
● South Florida Business Journal Fastest 50 Companies (#6)
● Personal: 40 under 40, 2015 Enterprising Women of the Year Winner
Stephanie Slobodian, Mobile UX Director
Marriott International
● 17 years of experience in UX● Former IBMer, NPRer, &
Critical Mass-er● Designed websites and apps
for Google, NPR ONE, NPR.org, NPR Music, Planet Money, Gucci, Hallmark, Mercedes Benz, USAA and Marriott.
Cat Brunson, Omnichannel Strategist
● 25+ years of experience in CX/UX● Worked with top brands including
Belk, Microsoft, Eddie Bauer, and Lowes
● Sweet Spot: Internet of Things, Omni-channel, & Global Retail
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
STATE OF mCOMMERCE
Velocity of mCommerce?
Relation to Omni-Channel strategy? Are we in the “Now” age? [Millennials]
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
DESIGNING FOR MILLENNIALS
Should companies be designing for Millennials?
“Product-Out” View vs. “Outside-In” View?
Gallup Study: Millennials Most Trusting on Safety of Personal Information?
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
While personalization systems predict users’ needs and preferences, customization empowers users to design their own experiences.
Maturity of Retailers? Hoteliers?
Barriers to making this happen? Infrastructure? Data Governance?
Is predictive analytics really there? How do companies operationalize the mCommerce experience when Millennials have a “bring it to me” need.
Webrooming vs. Showrooming?
PERSONALIZATION & CUSTOMIZATION
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
Who is doing interesting work?
Are Millennials using wearables?
Key Lime Interactive’s research shows Millennials seek wearable apps focus on improving the overall on-location (in-store / at hotel) experience, as well as building loyalty. Thoughts?
WEARABLES
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
DIGITAL STORYTELLINGHow does Storytelling support users during the stages of the customer journey? [Awareness, Consideration, Purchase, Retention, and Advocacy]
New Study from “Think with Google” says that there is an “opportunity for brands to be there” via micro-moments with Dads as they turn to Digital in their “Moments of Need”. How do do you think Digital Storytelling will help?
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
2014 marked the start of a bigger play for retailers as they were busy rolling. This holiday season is “game time”, or is it?
Will they overwhelm Millennials? Creating Noise?
85% of retailers will be competing for customer experience in 2016.
LOCATION-BASED DEALS/ GEO-LOCATION/ BEACONS & NFC
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
New York Times article says that goal of new simple buy buttons aims to entice mobile shoppers? Thoughts?
Consideration for Millennials? Will it make them less loyal to brands? How to keep Millennials engaged?
How do you ensure that you present the best experience always?
NEW BUY BUTTON TREND?
