Future Disruptive Consumer Engagement Methods
-
Upload
miel-van-opstal -
Category
Business
-
view
180 -
download
1
Transcript of Future Disruptive Consumer Engagement Methods
MIEL VAN OPSTAL - SEPTEMBER, 2017 DISRUPTIVE CONSUMER ENGAGEMENT METHODS
linkedin.com/in/mielvo
@coolz0r
LIFESTYLE AUTOMATION
Personalized & Intelligent Conversational Services
VIRTUAL CONCIERGE SERVICESARE COMPETING TO OWN ALL YOUR
PERSONAL & INTIMATE DATA
FACEBOOK WANTS M TO BE THESMART, PERSONAL CONCIERGE,CATERING TWO BILLION PEOPLE
viv.ai
WHEN INTELLIGENCE BECOMES A UTILITY (ACQUIRED BY SAMSUNG)TO SIMPLIFY YOUR EVERYDAY LIFE
viv.ai
BIXBY, THE INTELLIGENT PERSONALASSISTANT - THE MAJOR REBOOTFOR SAMSUNG’S FAILED ‘S VOICE’
ARTIFICIALLY INTELLIGENT MOBILE CONCIERGEASSISTANTS COMBINE CONTEXTUAL DATA WITH
PREFERENCES & BEHAVIOURAL INFORMATION
BOT LIFE
OUTSOURCING YOUR PROFESSIONAL TIME-CONSUMING TASKS TO
AUTOMATED VIRTUAL ASSISTANTS
AUTOMATED MEDICARE SERVICESCONNECTS WITH WEARABLES
SUPPORTED BY VIRTUAL NURSES
ABE, A FINANCIAL CHAT BOTDELIVERS A TAILORED BUDGET
BASED ON YOUR LIFESTYLE
source
BANKBOT IS INTEGRATED WITHONLINE RETAILERS, ENABLING
IN-APP PAYMENTS
source
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.
KLM’S MESSENGER BOT IS YOURTRAVEL BUDDY, A CONCIERGE SERVICE
FOR AUTOMATED ASSISTANCE
source
CONCIERGE SERVICES FACILITATEREAL-TIME FULFILLMENT OF URGES, IMPULSE NEEDS & SUDDEN DESIRES
source
A CENTRAL COMMAND CENTERFOR ALL SORTS OF TASKS
AND SERVICES
GOGOBOT (TRIP.COM) IS AN ARTIFICIAL INTELLIGENT BOT SERVICE THAT WANTS TO BE YOUR DEDICATED TRAVEL AGENT
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 CHATSAY HELLO TO
CONVERSATIONAL COMMERCE
THE BATTLE FOR THE SMART HOME
GOOGLE’S ASSISTANT IS CROSS-PLATFORMAND COLLECTS WEARABLES, MOBILE, AND
CONNECTED SMART HOME DATA
AMAZON ECHOIS A VIRTUAL CONCIERGE
READY FOR E-COMMERCE
AMAZON ECHO IS NOW ASMALL HOME ROBOT
THANKS TO OMATE YUMI
souce
AMAZON DASH BUTTONS COULD BE BUILT DIRECTLY INTO HARDWARE OR TO BE OFFERED FOR A PRE-SETRECURRING PURCHASE IN EXCHANGE FOR DISCOUNTS
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.
PRIVACY AS WE KNEW IT FROMAN ANALOGUE PAST
HAS VIRTUALLY DISAPPEARED
INTELLIGENT ALGORITHMS
A machine is intelligent if it manages to pass itself off as a human when faced with a human. The Turing test (1950)
TEMPLATED CONVERSATIONS ARE BASEDON REPETITIVE INFORMATION REQUESTS
AND PREDICTIVE PROBLEM SOLVING
REAL-TIME SPEAKER STATE CLASSIFICATIONSFROM SPOKEN AUDIO DISCOVERS SENTIMENT,
COGNITION, EMOTION, HEALTH &COMMUNICATION QUALITY.
"The more data that is collected and analyzed, the greater the economic value it has in aggregate”
"Data has a shelf-life and the economic value of data diminishes over time."
"The economic value of information multiplies when combined with context, meaning and right time delivery."
“Big Data is useless if you can’t mine it for relevant and actionable (customer) information . Smart data is what you really need."
ANDROID EXPERIENCES
COMPANION BOTS FOR KIDS AND ADULTSTO FIGHT THE FEELINGS OF DISCONNECTION
AND INTERFACE ALL PAIRED DEVICES
NIKE: THE AR-POWERED, OBJECT TRACKING,CUSTOM DESIGN, INSTANT PROJECTION AND
ONE-HOUR PRINTING / 90 MINUTES TO WEAR
BOOT ROOM: A 65” INTERACTIVE MULTI-TOUCH SURFACE SHOWSREAL-TIME ERP-DRIVEN PRODUCT AVAILABILITY & COMPARISON,RFID ENABLED PRODUCT DISCOVERY PAIRED WITH 3D-CAMERAS.
source
ALWAYS AVAILABLE AND ONLINE,EXTENDING STORE-HOURS
TO A 24/7/365 EXPERIENCE
SELF-SERVICE TO COMBATWAITING TIME FRUSTRATION AND
MAXIMIZE STAFF WORKLOAD
SELF-SERVICE TO STIMULATECUSTOMER ENGAGEMENT
AND COLLECT PERSONAL DATA
USING THE MOBILE APP TO PLACE ORDERSINCREASES TIME SPENT PER VISIT WITH 20%
& AUGMENTS RETURN FREQUENCY BY 6%
source
BY 2020, 100 MILLION CONSUMERSWILL SHOP IN AUGMENTED REALITY
1 IN 5 GLOBAL BRANDS WILL USEAUGMENTED REALITY IN THEIR
SHOPPING EXEPERIENCE BY Q4 2017
“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
THE COCA-COLA COMPANY WANTS TO EQUIP ITSVENDING MACHINES WITH A SIRI-LIKE ARTIFICIAL
INTELLIGENT VIRTUAL ASSISTANT, ALLOWINGA MORE PERSONAL SERVICE AND SMART CONTEXT
COCA-COLA’S RETAIL LOCATION IN ORLANDODELIVERS THE ULTIMATE IMMERSIVE AND
SUPERIOR BRAND EXPERIENCE TO ITS FANS
source
RELEVANT PERSONALIZED INTERACTIONSBEACON-TRIGGERED TAILORED CONTENT
ENGAGING PROXIMITY COMMUNICATION
source
DRONE DELIVERY SERVICES AREALREADY A REALITY
IN ICELAND
source
DOORDASH IS DOUBLING DOWN ON ITS EFFORTS TO EMBRACE ROBOTS AND ENHANCE ITS
AUTOMATED ON-DEMAND FOOD DELIVERY SERVICE
CUSTOMER-CENTRIC CONTENT & DATA
USING CRM SOLUTIONS TO CONNECTSMART DATA COLLECTED FROM
DIFFERENT DIGITAL TOUCH POINTS
https://www.getdor.com/
A WIRELESS, THERMAL-SENSING PEOPLECOUNTER AND ANALYTICS DASHBOARDHELPS PREDICT CUSTOMER BEHAVIOUR
RETAILERS OFTEN MISS THE DATA ANDINSIGHTS THEIR ONLINE COMPETITORD
METICULOUSLY TRACK & MONITORsource
THE NÄRAFFÄR STORE IN VIKEN
(SWEDEN) IS FULLY AUTOMATED
CUSTOMER ACCESS & INVOICING
IS HANDLED VIA THE APP
source
TO REMOVE FRICTION & FRUSTRATION
TO CREATE DELIGHT & SATISFACTION
SOLVE PROBLEMS
SAVE TIME / MONEY
SIMPLIFY
CONNECT
https://atlis.me/
ATLIS LETS PEOPLE ASK FOR THE BESTPLACE TO EAT AND PAYS THE RECOMMENDERS
WHOSE SUGGESTIONS ARE TAKEN
HABIT-DRIVEN CONTINUOUS SUBSCRIPTION-BASEDSERVICES ARE THE FUTURE
CARE BY VOLVO: THE SUBSCRIPTION-BASED CAROWNERSHIP – A HASSLE-FREE SERVICE THROUGHMONTHLY FEES - INCLUDES CONCIERGE SERVICES
source
MEANINGFUL CONTEXTUAL COMMUNICATIONREPLACES GENERIC MESSAGES
WHAT IF AMAZON DIDN’T JUST DELIVER PRODUCTS BUT ALSO LEVERAGED ITS NETWORK TO COLLECT YOUR WASTE?
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.
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 Life cycle
• Semi-Automation or Contextual Android Marketing is Key
• Help, Serve, Cater, Supply, Educate, Share, Reward, Confirm
Apply to: B2B, B2C, C2B & O2O
linkedin.com/in/mielvo
@coolz0r