Since we’re living in an age where retail chains go bust by the score, the need for an optimal client experience is clearer than ever before. Modern technology offers many opportunities to enrich the experience even further, particularly since it’s developing at breakneck speed. What will client experience look like in, say, 4 years from now? Digital assistants everywhere, but the human touch retains its value – Siri and Cortana are samples of the digital assistants we know now: nice little smartphone tools that amuse us with hilarious conversations and the occasional surprising answer.
Nevertheless, digital assistants may have evolved considerably in the future. They’ll offer truly useful conversations and will assist us in making the right choices. Some web shops are experimenting with chatbots and wizards who try to offer real advice. By 2020, these systems may have matured and offer real and useful advice based on targeted open and closed questioning. They’ll also become a staple in mortar and brick shops. One good example of where we’re heading is Robot Pepper. This physical robot is able to initiate a conversation and assuming it’s designed to do so assist you in purchasing products suitable to your needs.
However their role will change. Robots will look after basic client care, while humans will remain indispensable for more advanced forms of advice that need a human touch. There are various samples of organizations that have subjected an excessively large part of their client care services to automation. In addition, well functioning self service facilities will become more important and will be indispensable by 2020. Including self service portals or active user communities where clients can ask their questions. Interactive shops increase shopping districts attractiveness – In 2020, mortar and brick stores will need to think even more about their relevance.
The great news is that technology offers countless opportunities to give a huge boost to the shopping experience. The only hurdle here’s creativity. That’s a good thing, because shopping should be sexy. Lets take for instance a sneaker store. The moment a client passes the store, he’ll get a personalized deal offer on his smartphone. The latest addition to his favored line of sneakers is available with 20 percent off, and in stock at this store. Once inside, he’ll explain to the digital assistant that he’s searching for a sneaker appropriate for a novice runner. When fitting the sneaker, beamers project walking exercises on the shop floor to test out some of its features. Lastly, the mirror can show him how different colours along with other varieties would look on him using augmented reality. Hyper individualization brings product and shopping experience closer to the consumer – Stores and brands will increasingly collect client data in 2020.