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.
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
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
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.
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
33.
34.
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.
36.
37. PRIVACY AS WE KNEW IT FROM
AN ANALOGUE PAST
HAS VIRTUALLY DISAPPEARED
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.
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
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.
89.
90. THE OMNICHANNEL SHOPPER ECOSYSTEM
IS IN FACT AN EXPERIENCE LIFECYCLE
AND NOT JUST A CUSTOMER JOURNEY
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
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
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