The future of retail is now at your fingertips. With hybrid and omnichannel customer journeys, CX’s success will be a shared responsibility across the business with AR/VR technology driving immersive experiences that are contactless or autonomous for an unforgettable shopping experience!
The following are five customer experience trends in consumer retail: hybrid and omnichannel customer journeys, CX success will be a shared responsibility across the business, AR, VR, and the metaverse drive immersive, experiential shopping, cashless, contactless, and autonomous shopping and delivery, experimentation will be part of business culture.
- Hybrid and omnichannel customer journeys
Customer journeys have evolved over the years and now include more complex hybrid models. Customers utilize several channels throughout their experience, requiring retailers to provide seamless care for all points on that path without losing sight of or understanding who you’re serving at any given moment. To do this successfully, companies need accurate knowledge about customer paths across different platforms so they can invest resources accordingly – like technology tools designed around single views rather than piecemeal information collected from various places at once (both online/offline).
- CX success will be a shared responsibility across the business
CX’s success will require a significant partnership between all departments. The marketing team has traditionally been tasked with creating the customer experience. Still, this responsibility extends beyond just online media into every aspect of their business. So they must align themselves towards one goal: providing an excellent service or product through every touchpoint, no matter how small!
The key word here is ” responsibility.” Companies can’t hope for seamless experiences if specific areas aren’t prepared to offer quality goods and services; breaking down silos won’t work because we might end up giving customers worse than what was promised.
Businesses can be more successful by breaking down silos and investing in technology to provide a single view of the customer journey.
- AR, VR, and the metaverse drive immersive, experiential shopping
Augmented reality (AR), virtual reality (VR), and the metaverse are immersive technologies used to create experiential shopping experiences. For example, IKEA has developed an app that allows customers to see how furniture would look in their homes before they buy it. Sephora has created a virtual makeup artist that uses AR to help customers try on makeup products before they purchase them. And Adidas has created a virtual store where customers can try on products and make purchases without ever leaving their homes. These immersive experiences are becoming more common as businesses look for ways to engage with customers in new and innovative ways.
- Cashless, contactless, and autonomous shopping and delivery
Several factors are driving these changes in the way we shop. First, there has been a shift in consumer behavior as people are increasingly looking for ways to save time. In fact, according to a study by PwC, 43% of consumers say they would be willing to pay more for goods and services if it meant they could save time. This desire for convenience will only increase as our lives get busier and busier.
Second, there has been a proliferation of new technologies that have made cashless, contactless, and autonomous shopping possible. Mobile commerce apps like Amazon Go use cutting-edge technologies like computer vision and artificial intelligence to allow customers to make purchases without waiting in line or going through a traditional checkout process. And autonomous delivery vehicles like those being developed by companies like Ford and UPS are making it possible for businesses to offer contactless delivery experiences that are fast, efficient, and safe.
Finally, changes are being driven by the desire on the part of businesses to increase efficiency and decrease costs. Businesses are always looking for ways to streamline their operations and reduce their overhead costs, and cashless, contactless, and autonomous shopping technologies offer them a way to do just that. For example, by using an autonomous delivery vehicle, a business can eliminate the need for a human driver, saving them money on labor costs. In addition, businesses can also use data collected from cashless transactions to understand customer behavior better and optimize their inventory levels which can help them save money on inventory costs.
- Experimentation will be part of the business culture
To keep up with the rapidly changing landscape of CX, businesses need to embrace experimentation as part of their culture. This means trying new things and failing quickly to learn from your mistakes and adapt to change. It also means being open to new ideas and ways of doing things so that you can constantly innovate and improve your CX offerings. Experimentation is essential for businesses that want to stay ahead of the curve in today’s rapidly changing world.
There are a few key things businesses need to do to embrace experimentation. First, they need to create an environment where failure is safe. This means having a culture of openness and transparency where new ideas are encouraged, and mistakes are seen as learning opportunities. Second, businesses must invest in experimentation tools and infrastructure to test new ideas and iterate on them quickly. Finally, businesses need to have a transparent process for conducting experiments so they can learn from their failures and successes.
To stay ahead of the competition, businesses need to invest in technology that provides a single view of the customer journey, align all departments around the customer experience, create immersive experiences using AR/VR/metaverse technologies, offer cashless/contactless/ autonomous shopping experiences, and embrace experimentation as part of their culture. By doing so, retail businesses will be well-positioned to meet the needs of today’s discerning consumers.
At Quinnox, we understand retail and strive to provide solutions to bridge the gap between you and your end goal – satisfied customers. Our team of experts is ready to assess your needs and provide a comprehensive plan that puts your customers first. Connect with us today, and let’s improve your customer journey together!