Published on Oct. 2, 2023 at 6:30 a.m. Updated on Oct. 2, 2023 at 10:29 a.m.
1- Made-to-measure or ultra-customization
Thanks to the’ artificial intelligence brands have moved from in-store personalization (Converse, Nike, Levi’s, etc.), to that of products from their design (Lego bricks, NBA jerseys, Aetrex shoes and prostheses, etc.).
2- The point of sale as a place of entertainment
The physical store becomes an entertainment zone, where you can test the products in situ (Nike tests its shoes on a basketball court), and indulge in photo sessions to post on social networks. Stores are going digital, both to facilitate sales and to enhance the customer experience.
3- Generative AI at the service of the customer experience
AI manages the vast amounts of data collected on consumers, predicts consumption trends, and supports advisors. Its use is everywhere.
4- Augmented reality, the metaverse and NFTs
Brands are increasingly using augmented reality to virtually try on clothes, analyze the skin, and offer products adapted to each customer body shape.
5- Social commerce will triple by 2025
Some 10% of e-commerce spending is made via social commerce, supported by influencers. The shopping experience continues to get closer to social networks.
6- Animation of customer communities
If customer service is effective, each fan shares, comments, posts, etc. 35% of consumers are influenced by product reviews. The challenges of customer experience are centered around the origin, traceability of products, friendliness, trust, reputation, authenticity, etc.
7- Post-Covid employees want to be stakeholders in the company
They feel concerned about the company’s impact on the planet. Employers must retain them by constantly re-evaluating what they need to be comfortable in the company. Arranging working time and teleworking are becoming an obligation. AI is put at the service of an augmented workforce.
8- Sustainable and proximity
The challenge is to produce closer and more sustainable, with a limited carbon impact, to move towards a committed customer relationship. Brands are committed to reducing waste, and are now entering the second-hand, second-hand and repair markets.
2023-10-02 06:04:13
#challenges #tomorrows #customer #relations
