In today’s hyper-competitive global market, personalization at scale continues to be an accessible and effective way to improve customer experience and generate ROI. As both technology and customer expectations evolve, personalizing every interaction in real time is now a prerequisite.
Shaping custom experiences for maximum engagement is relatively easy behind a digital screen, but how do we translate those experiences to the brick-and-mortar touchpoints for a contextual and seamless “offline” experience? IoT offers accessible and easy to implement solutions, it can unlock many hidden opportunities.
Current IoT solutions in focus
Let’s look at a global industry leader. Amazon launched “Amazon Go”—a convenience store without lines or checkouts.
At each store, the journey starts with facial recognition and ends with automated payments (among many other IoT devices and processes in between).
The takeaway? Amazon Go places a central focus on convenience. It enhances customer experience and expedites the shopping journey through IoT by eliminating the “hassle” of queuing at the checkout counter and taking out a card to pay.
There are many such promising cases of other brands using IoT to improve customer engagement:
Likewise, every business can reap the benefits of IoT in a way that is tailored to their CX priorities, budgets, and tech maturity level.
Let’s consider a retailer with:
- Physical stores
- An e-commerce shop
- A mobile app
How can they leverage IoT for interconnected experiences?
For instance, they can use the GPS location through the smartphone to trigger a notification with a relevant offer to a customer focusing on their next-best product. How does the journey proceed?
The age of interconnected CX
This entire journey may sound expensive and difficult to execute. However, setting up a seamless customer journey between the online and the offline worlds—powered by IoT, AI and ML—won’t require complex frameworks for the most part. You just need one consolidated solution that checks all bases.
At Resulticks, we have empowered companies in different industries, from local stores to conglomerates, to improve their customer journey with an approach focused on time-to-value and ROI. We place significant emphasis on being cost-efficient and client-focused as we engineer new-age marketing solutions.
Stay on top of your competition and exceed customer expectations with Resulticks. Schedule a demo with us today!
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