The Impact of Technology on the Customer Journey - Airtouch New Media

The impact of technology on the

“Customer Journey”-----

Map of the client experience

Airtouch: Successfully launching Web and Mobile products

AgendaAirtouch New Media

Experts in Developing Technological Solutions

“Customer Journey Map”: 1st example

Emerging technologies impacting the Customer Journey

Emerging technologies descriptions

Information analysis

Customer Journey evolutions

“Customer Journey Map” 2nd example

54Airtouch: Successfully launching Web and Mobile products

Attending an event without technology

20-25

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Customer Journey Map

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Attending an event with technology


Main Technologies

Greatly impacting the “Customer Journey”

02 Virtual Personal Assistants

05 3D Printers

01 Internet of Things

04 Autonomous Vehicles

03 Virtual Reality

06 3D Interactions

05

07 Autonomous Drones

08 Robots


05

Virtual Sim Cards for connecting objects

Each user will configure/personalize his automatic

sessions and rituals

Ecommerce will greatly change users and customs

The automatic solution for incidents will greatly

change the processes.


Internet of Things


05

The bad interpretation improved from

25% to 8%

Diverse shopping interactions will be

done indirectly

Predictible when it comes to

behaviour and location

Access to relevant coupons and

advertising “If a consumer wants to be reminded to buy milk when he next goes to the supermarket, an alert will flash when the phone detects that he has arrived.”


Virtual Personal Assistants


05

Submerging into 3D content is the obvious next step for video

Visualizing of information, education, communication and entertainment (pornography)

It’s a technology that will revolutionize many industries, like the smartphone, but it’s still at its early beginnings.


Virtual Reality

Greatly changing the “Customer Journey”

05

Searching to replace the mouse

(1960’s)

Gestures, movements and its

combinations

Could help configure/personalize

products to be bought


3D Interactions

Big Data vs “Customer Journey”

05

The interactions with the user in multiple situations

(on/off) and many platforms/technologies will make

difficult the day-to-day mediation.

The automation of processes when it comes to rapid

information analysis will be fundamental in order to

optimize the shopping process.


Increase to the complexity of analysis

50

To the Customer Journey

02 Increase of situations when it comes to interacting with the potential customer

05 Some industries will disappear/reinvent

01 Automation of processes based on behaviour and learning

04 There will be new industries

03 The emergence of automatic mediators when shopping


Evolution

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Thanks!

AirtouchNM @ AirtouchNM AirtouchNM [email protected]

MADRID | PARIS | MEXICO | BUCHAREST

Armando Avila KramisCEO

[email protected]+34 659 436 519


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The Impact of Technology on the Customer Journey - Airtouch New Media

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