Kategorier: Alle - reality - technology - experience - augmented

af Enrique Martínez 6 år siden

506

Tech & CX in fashion

The retail industry is navigating a transformative phase driven by the digital revolution, compelling traditional stores to innovate technologically to enhance the in-store customer experience.

Tech & CX in fashion

1. Customer Experience in Retail 2. Customer Journey Map in Retail 3. Technology in Customer Experience 4. Zara 5. Conclusions

NEW TECHNOLOGY IN RETAIL BRINGS: - HIGHER SATISFACTION OF CUSTOMERS - CUSTOMER HAS TOTAL CONTROL OVER THEIR EXPERIENCE. - ELIMINATE PAIN POINTS SUCH AS WAITING TIMES - ALLOW MORE CUSTOMIZATION

Near Future

Customer Journey Map in Retail

Customer Experience in Retail

Customer Strategy

CX & TECH in RETAIL Enrique Martínez

The fashion industry is undergoing significant change at the hands of the digital revolution. With more consumers now attracted to the convenience of mobile and online shopping, the pressure is on bricks-and-mortar retail stores to find innovative ways to leverage technology to enhance the in-store customer experience. However, there are many things ecommerce cannot provide, such as feeling of touch, trying on products in person, shopping journey, salespeople services…


ZARA Tech Customer Experience

Zara has been recently one of the first mainstream retailers to launch an AR app, which is designed to bring clothes to life in-stores. By pointing cameras at sensors installed in windows, users of the app can see virtual fashion models strutting their stuff. Other AR imagery includes mannequins moving around and showcasing the brand’s new Studio Collection.


They also offer the chance to pick up something you ordered online, just scanning the QR or pin code given to you in your email receipt and a robotic arm behind-the-scenes will give you the in seconds. Also offer the opportunity of a self-checkout area with a system that automatically identifies garments being purchased. 



Pick up orders
Self Checkout

Big Data

Technology in Customer Experience

NEW TECH APPLIED IN RETAIL:


Big Data – collect enough info to get to know better your customer and therefore offers directly the are looking for. Also it allows to the company to be more accurate on forecastings.


Augmented Reality – it’s more a gaming factor to attract the customer into the physical stores and producing an unique experience.


Contactless shopping – will avoid wasting times to one of the most important painpoints (payment).


Live-chat service – allows chats in real-time to resolver any possible problem the customer might have. 


3D printing – will allow customer to personalize their products as much as they prefer.

3D Printing
Timberland
Nike
Augmented Reality
Ralph Lauren
Smart Mirror
Marks & Spencers
Virtual Rail

Conclusions

As stated before, the fashion industry is undergoing significant change at the hands of the digital revolution. With more consumers now attracted to the convenience of mobile and online shopping, the pressure is on bricks-and-mortar retail stores to find innovative ways to leverage technology to enhance the in-store customer experience.


Therefore, these news technologies not only improve the company's benefits, but also improve customer experience attracting more people to physical stores where they get total control over their shopping time.

Customer Experience