Thoughts on how personalized and intelligent conversational services are influencing responsive customer journeys and how customer-centric data collection is taking the brand relationship to a next level, beyond the ordinary loyalty programs.

1. MIEL VAN OPSTAL - SEPTEMBER, 2017
ANDROID & CONTEXTUAL MARKETING STRATEGIES
SHAPING THE FUTURE CONSUMER LIFE CYCLE WITH

2. linkedin.com/in/mielvo
@coolz0r

3. Today’s Digest:
Lifestyle Automation
Bot Life
The Battle for The Smart Home
Intelligent Algorithms
Android Experiences
Customer-Centric Content & Data
Customer Love
Beyond Loyalty Programs

4. LIFESTYLE AUTOMATION

5. Personalized
& Intelligent
Conversational
Services

6. VIRTUAL CONCIERGE SERVICES
ARE COMPETING TO OWN ALL YOUR
PERSONAL & INTIMATE DATA
2015

7. FACEBOOK WANTS M TO BE THE
SMART, PERSONAL CONCIERGE,
CATERING TWO BILLION PEOPLE

8. viv.ai
WHEN INTELLIGENCE BECOMES A
UTILITY (ACQUIRED BY SAMSUNG)
TO SIMPLIFY YOUR EVERYDAY LIFE

9. viv.ai
BIXBY, THE INTELLIGENT PERSONAL
ASSISTANT - THE MAJOR REBOOT
FOR SAMSUNG’S FAILED ‘S VOICE’

10. ARTIFICIALLY INTELLIGENT MOBILE CONCIERGE
ASSISTANTS COMBINE CONTEXTUAL DATA WITH
PREFERENCES & BEHAVIOURAL INFORMATION

13. BOT LIFE

14. OUTSOURCING YOUR PROFESSIONAL
TIME-CONSUMING TASKS TO
AUTOMATED VIRTUAL ASSISTANTS

15. AUTOMATED MEDICARE SERVICES
CONNECTS WITH WEARABLES
SUPPORTED BY VIRTUAL NURSES

16. ABE, A FINANCIAL CHAT BOT
DELIVERS A TAILORED BUDGET
BASED ON YOUR LIFESTYLE
source

17. BANKBOT IS INTEGRATED WITH
ONLINE RETAILERS, ENABLING
IN-APP PAYMENTS
source

18. source
Since her debut in March, ‘Eva’ has interacted with over
530,000 unique users, holding 1.2 million conversations and
addressing 2.7 million queries.

19. KLM’S MESSENGER BOT IS YOUR
TRAVEL BUDDY, A CONCIERGE SERVICE
FOR AUTOMATED ASSISTANCE

20. source
CONCIERGE SERVICES FACILITATE
REAL-TIME FULFILLMENT OF URGES,
IMPULSE NEEDS & SUDDEN DESIRES
source

21. A CENTRAL COMMAND CENTER
FOR ALL SORTS OF TASKS
AND SERVICES

22. GOGOBOT (TRIP.COM) IS AN ARTIFICIAL
INTELLIGENT BOT SERVICE THAT WANTS
TO BE YOUR DEDICATED TRAVEL AGENT

23. The new option will enable
users to register their credit
card info (or use the credit
card info they’ve already listed
with Facebook) to make
purchases without ever
leaving the app.
BUY IT FROM WITHIN A CHAT
SAY HELLO TO
CONVERSATIONAL COMMERCE

24. IBM BUYS FLUID’S XPS PLATFORM
TO HELP PEOPLE DISCOVER AND BUY
THINGS THROUGH CONVERSATIONS
(XPS: EXPERT PERSONAL SHOPPING)
XPS essentially has created what IBM believes will be the
future of how people interact with commerce (and other)
services in the future.

25. THE BATTLE FOR THE SMART HOME

26. GOOGLE’S ASSISTANT IS CROSS-PLATFORM
AND COLLECTS WEARABLES, MOBILE, AND
CONNECTED SMART HOME DATA

29. CONCIERGE SERVICES OFFER
AN INTERFACE TO MANAGE AND
CONNECT YOUR SMART HOME
source

30. AMAZON ECHO
IS A VIRTUAL CONCIERGE
READY FOR E-COMMERCE

31. AMAZON ECHO IS NOW A
SMALL HOME ROBOT
THANKS TO OMATE YUMI
souce

32. AMAZON DASH BUTTONS COULD BE BUILT DIRECTLY
INTO HARDWARE OR TO BE OFFERED FOR A PRE-SET
RECURRING PURCHASE IN EXCHANGE FOR DISCOUNTS

35. By the end of 2017, watch for
room-based screenless devices to
be in more than 10 million homes.
By 2020, 30% of web browsing sessions will be done
without a screen.

37. PRIVACY AS WE KNEW IT FROM
AN ANALOGUE PAST
HAS VIRTUALLY DISAPPEARED

38. INTELLIGENT ALGORITHMS

39. A machine is intelligent if it manages to pass itself
off as a human when faced with a human.
The Turing test (1950)

40. TEMPLATED CONVERSATIONS ARE BASED
ON REPETITIVE INFORMATION REQUESTS
AND PREDICTIVE PROBLEM SOLVING

41. REAL-TIME SPEAKER STATE CLASSIFICATIONS
FROM SPOKEN AUDIO DISCOVERS SENTIMENT,
COGNITION, EMOTION, HEALTH &
COMMUNICATION QUALITY.

42. "The more data that is collected and analyzed, the
greater the economic value it has in aggregate”

43. "Data has a shelf-life and the economic value
of data diminishes over time."

44. "The economic value of information multiplies
when combined with context, meaning and right
time delivery."

45. “Big Data is useless if you can’t mine it for
relevant and actionable (customer) information .
Smart data is what you really need."

46. Powered by advanced machine learning, deep learning, predictive analytics,
natural language processing and smart data discovery, Einstein’s models will be
automatically customized for every single customer, and it will learn, self-tune,
and get smarter with every interaction and additional piece of data.

47. Most importantly, Einstein’s intelligence will be embedded within the context of
business, automatically discovering relevant insights,
predicting future behavior, proactively recommending best next actions
and even automating tasks.

50. ANDROID EXPERIENCES

51. COMPANION BOTS FOR KIDS AND ADULTS
TO FIGHT THE FEELINGS OF DISCONNECTION
AND INTERFACE ALL PAIRED DEVICES

52. Provide an experience which combines
the retail store, eCommerce and
mobile customer journeys – seamlessly.
Deliver on Customer Expectations.

53. ADIVERSE: INTERACTIVE IN-STORE
EXPERIENCE, SEMI-AUTOMATED
WITH GESTURE-CONTROL

54. NIKE: THE AR-POWERED, OBJECT TRACKING,
CUSTOM DESIGN, INSTANT PROJECTION AND
ONE-HOUR PRINTING / 90 MINUTES TO WEAR

55. THE WALL AGGREGATES LIVE UPDATES FROM FACEBOOK,
INSTAGRAM AND YOUTUBE, WITH RANKINGS &
SCORES FROM INTERNATIONAL AND LOCAL SOCCER TEAMS

56. BOOT ROOM: A 65” INTERACTIVE MULTI-TOUCH SURFACE SHOWS
REAL-TIME ERP-DRIVEN PRODUCT AVAILABILITY & COMPARISON,
RFID ENABLED PRODUCT DISCOVERY PAIRED WITH 3D-CAMERAS.
source

57. ALWAYS AVAILABLE AND ONLINE,
EXTENDING STORE-HOURS
TO A 24/7/365 EXPERIENCE

58. INTERACTIVE PRODUCT EXPERIENCES
WITH SMART MIRRORS
AND INTEGRATED COMMERCE

59. SELF-SERVICE TO COMBAT
WAITING TIME FRUSTRATION AND
MAXIMIZE STAFF WORKLOAD

60. SELF-SERVICE TO STIMULATE
CUSTOMER ENGAGEMENT
AND COLLECT PERSONAL DATA

61. USING THE MOBILE APP TO PLACE ORDERS
INCREASES TIME SPENT PER VISIT WITH 20%
& AUGMENTS RETURN FREQUENCY BY 6%
source

62. BY 2020, 100 MILLION CONSUMERS
WILL SHOP IN AUGMENTED REALITY
1 IN 5 GLOBAL BRANDS WILL USE
AUGMENTED REALITY IN THEIR
SHOPPING EXEPERIENCE BY Q4 2017

63. “AI is the foundation for everything we do.
We create intelligent experiences.
AI is the kernel that powers that experience.”
– Greg Chambers, Global Director of Digital Innovation, The Coca-Cola Company

64. THE COCA-COLA COMPANY WANTS TO EQUIP ITS
VENDING MACHINES WITH A SIRI-LIKE ARTIFICIAL
INTELLIGENT VIRTUAL ASSISTANT, ALLOWING
A MORE PERSONAL SERVICE AND SMART CONTEXT

65. Coca Cola closely tracks how its products are represented across social media,
and in 2015 was able to calculate that its products were mentioned
somewhere in the world an average of just over once every two seconds.
Knowing this gives insight into who is consuming their drinks, where their
customers are, and what situations prompt them to talk about their brand.
The company has used AI-driven image recognition technology to spot
when photographs of its products, or those of competitors, are uploaded to
the internet, and uses algorithms to determine the best way to serve them
advertisements.
Ads targeted in this way have a four times greater chance of being clicked on
than other methods of targeted advertising, the company has said.
source & source

66. Using augmented reality allows technicians to receive information about
equipment they are servicing, and get backup from experts
at remote locations who can see what they are seeing and help to diagnose
and solve technical problems.
It is also used to inspect problems with vending machines and dispensers in
remote or difficult-to-reach locations, including cruise ships while they are at
sea.
source & source

67. COCA-COLA’S RETAIL LOCATION IN ORLANDO
DELIVERS THE ULTIMATE IMMERSIVE AND
SUPERIOR BRAND EXPERIENCE TO ITS FANS

68. source
RELEVANT PERSONALIZED INTERACTIONS
BEACON-TRIGGERED TAILORED CONTENT
ENGAGING PROXIMITY COMMUNICATION

69. source
DOORDASH IS DOUBLING DOWN ON ITS EFFORTS
TO EMBRACE ROBOTS AND ENHANCE ITS
AUTOMATED ON-DEMAND FOOD DELIVERY SERVICE

70. source
LOWE’S IS AUTOMATING MOST OF THE BASIC
COMMON GENERIC EMPLOYEE INTERACTIONS
IN FAVOR OF A BETTER CUSTOMER EXPERIENCE

71. CUSTOMER-CENTRIC CONTENT & DATA

74. USING CRM SOLUTIONS TO CONNECT
SMART DATA COLLECTED FROM
DIFFERENT DIGITAL TOUCH POINTS

75. https://www.getdor.com/
A WIRELESS, THERMAL-SENSING PEOPLE
COUNTER AND ANALYTICS DASHBOARD
HELPS PREDICT CUSTOMER BEHAVIOUR

76. RETAILERS OFTEN MISS THE DATA AND
INSIGHTS THEIR ONLINE COMPETITORD
METICULOUSLY TRACK & MONITORsource

77. THE NÄRAFFÄR STORE IN VIKEN
(SWEDEN) IS FULLY AUTOMATED
CUSTOMER ACCESS & INVOICING
IS HANDLED VIA THE APP
source

79. TO REMOVE FRICTION & FRUSTRATION
TO CREATE DELIGHT & SATISFACTION

80. SOLVE PROBLEMS

81. SAVE TIME / MONEY

82. SIMPLIFY

83. CONNECT

84. CUSTOMER LOVE

85. http://www.huffingtonpost.com/entry/app-lets-you-buy-leftover-food-
from-restaurants-and-its-really-cheap_us_57aa4469e4b0ba7ed23dff1a
WASTE MANAGEMENT
UPCYCLING AND LOCAL INITIATIVES
CREATE DEEPER CONNECTIONS

86. source
INVENTIVE COMMERCIALIZED
LEAN & AGILE NICHE SERVICES
CAPITALIZE ON SYSTEM GLITCHES

87. source
THERE IS A MARKET FOR
CATERING PEACE OF MIND
AS A CUSTOMER SERVICE

88. Outsmart Brands is designed to help you find perfect, money saving alternatives to
expensive brand products! It's simple: Get the features you want and save money.

90. THE OMNICHANNEL SHOPPER ECOSYSTEM
IS IN FACT AN EXPERIENCE LIFECYCLE
AND NOT JUST A CUSTOMER JOURNEY

91. https://atlis.me/
ATLIS LETS PEOPLE ASK FOR THE BEST
PLACE TO EAT AND PAYS THE RECOMMENDERS
WHOSE SUGGESTIONS ARE TAKEN

92. Stores of the future will
emphasize selling
experiences and lifestyles
over products.
The retail model of the
future is to provide value-
added services attached to a
product.
source

93. source

94. MEANINGFUL CONTEXTUAL COMMUNICATION
REPLACES GENERIC MESSAGES

95. WHAT IF AMAZON DIDN’T
JUST DELIVER PRODUCTS
BUT ALSO LEVERAGED ITS
NETWORK TO COLLECT
YOUR WASTE?

96. Amazon could create a revenue
stream out of recyclables, while
rewarding users for better habits.
Amazon would learn our
preferences by our garbage, and
could incentivize us to become
greener and more conscious.

97. 20% OF TOTAL US SALES ARE GENERATED THROUGH
MOBILE ORDERS – THE MOBILE LOYALTY CARD
HOLDS A DIGITAL WALLET AND ORDER-AND-PAY-AHEAD
SERVICE TO STIMULATE THE APP USE AND PROMOTE
THE REWARD SERVICE WITH THESE SPECIAL BENEFITS
PAY-AHEAD TRANSACTIONS HAVE CROSSED THE 10%
MARK OF TOTAL SALES
AND STARBUCKS HAS $1.2 BILLION DOLLAR LOADED
IN THE DIGITAL WALLETS

98. THE MOST IMPORTANT METRICS TO TRACK
FOR A LOYALTY OR REWARD PROGRAM ARE
THE NUMBER OF PURCHASES MADE AND
THE AMOUNT OF MONEY A CUSTOMER SPENT

99. INCREASED LIKELYHOOD OF SHOPPING
AT STORES WITH LOYALTY PROGRAMS

100. THE LOYALTY PROGRAM IS AN ESSENTIAL PHASE
IN THE GLOBAL ACQUISITION STRATEGY

101. Take-Aways for Today
• Collecting and Processing Real-Time Analytics
• Owning the Buffer Zone Between Your Brand and Customers
• Tailor the Journeys - Evolve to a Lifecycle
• Semi-Automation or Contextual Android Marketing is Key
• Help, Serve, Cater, Supply, Educate, Share, Reward, Confirm
Apply to: B2B, B2C, C2B & O2O

102. linkedin.com/in/mielvo
@coolz0r