Digital Customer Experience Landscape - Technology Roadmap to Achieve Customer Experience Goals

1. Digital Customer
Experience
Landscape
Technology Roadmap to Achieve
Customer Experience Goals

2. Introduction
Digital customer experience (CX) initiatives largely revolves around three goals:
This presentation will help you navigate the technology roadmap
necessary to achieve these goals.
Understanding
Customers’
Needs
Providing
Seamless
Experience
Offering
Innovative
Products

3. Understanding Customers Needs

4. Understanding Customers Needs
Hadoop
Tableau
Data Storage and
Management
OpenRefine
Data Mining and
Cleaning
Data Visualization
and Analysis
Big
Data
Analytics
Technology Tools Functions Applications
● Customer Behavior Pattern
Recognition
● Market Trend Determination
and Prediction
● Advanced Customer
Segmentation

5. Understanding Customers Needs
DeepGraph
InMoment
Public Sales Data
Analysis
Computer Vision
APIs
Visual Data
Analysis
Prescriptive
Analysis
AI
Technology Tools Functions Applications
● Well-informed Sales Pitches
● Image / Video / Gesture
Recognition
● Actionable Insights from
Customer Data

6. Understanding Customers Needs
Initial State
IBM Autonomics
Director
IoT Device/
Platform Data
Collection
ThinkSpeak
Sensor Data
Collection
IoT
Technology Tools Functions Applications
● Capture Customer’s
Experience with a Product or
Service in Real-time

7. Providing Seamless Experience

8. Providing Seamless Experience
Chatbots
AI-based Support
Systems
Natural Language
Processing;
Intelligent
Assistance
AI
Technology Tools Functions Applications
● Real-time Personalized and
Round-the-clock Support
● Self-support Solutions
● Hassle-free Operation
Scaling during Peak Time

9. Providing Seamless Experience
Smartphones
Home Appliances
and Electronics
Real-time
Information
Exchange through
Cloud (Edge)
Computing
WearablesIoT
Technology Tools Functions Applications
● Real-time Order Tracking
● Health Updates
● Medical Emergency Triggers
● Real-time Product and
Promotion Details

10. Providing Seamless Experience
UI Path
Work Force
Process
Automation;
Bot Development
& Configuration;
Connect
Disparate
Systems
Blue PrismRPA
Technology Tools Functions Applications
● Automate Routine Tasks and
Tedious Paperwork
● Audit Documents and
Information
● Accelerate Query Processing
and Problem Resolution

11. Offering Innovative Products

12. Offering Innovative Products
Smartphone Apps
VR Headsets
Digital Overlay
3-D Image
Rendering
360° View of
Virtual Products
AR/VR
Technology Tools Functions Applications
● Interactive Virtual Tours /
Gaming
● Smart Restaurant Menus
● Real-time Navigation
● Virtual Trials of Physical
Products

13. Offering Innovative Products
Google Home
Iris AI
Speech
Recognition
IBM Watson
Domain
Knowledge
Acquisition
Relevant Data
Detection
AI
Technology Tools Functions Applications
● Virtual Personal Assistants
● Faster, Smarter Business
Operations
● Scientific Research
● Disease Detection
● Weather and Crop Yield
Prediction

14. Offering Innovative Products
Dash Buttons
Kinsa
Bluetooth /
Internet Enabled
Handling of
Devices /
Appliances
Deako,
TP-Link
IoT
Technology Tools Functions Applications
● Remote Online Order
Placement
● Smart Lighting, Switches, etc.
● Smart Thermometer

15. About
Trantor develops digital solutions that make
businesses work better and faster. We are
technology partner for a multitude of innovative
companies from Startups to Fortune 100. We
help organizations to leverage technology to
innovate and improve their core business
operations.
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