If everything is digital, where do we focus? Where is the key to doing business within the new market? It’s all about the Customer Journey. The process involving shopping decisions is the key to understanding how to influence it. If a user buys a watch via web, it’s mistakenly called e-commerce. Because if we watch the shopping process, we’ll see it’s a hybrid one: he saw a TV spot, a street ad, read his friends opinions on social media and then used the office laptop to buy it. Looking only at the last click is a big mistake nowadays. Understanding the entire Customer Journey is the complete thing to do. Airtouch New Media's CEO, Armando Avila was featured among the speakers of 2015's eSHOW in Madrid on this subject.

1. AIRTOUCH NEW MEDIA
Location Based Mobile Marketing | Social Media | Mobile & Web
Development
MADRID | PARIS | MEXICO | BUCHAREST

2. The impact of
technology on the
“Customer Journey”
-----
Map of the client experience
Airtouch: Successfully launching Web and Mobile products

3. Agenda
Airtouch 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

4. 54Airtouch: Successfully launching Web and Mobile products
Attending an event without technology
20-25
REGISTRATION LOCALIZATION INFORMATION NETWORKING SERVICE
PositiveExperienceNegativeExperience
Customer Journey Map

5. 54
REGISTRATION LOCATION INFORMATION NETWORKING SERVICE
PositiveExperienceNegativeExperience
Customer Journey Map
Airtouch: Successfully launching Web and Mobile products
Attending an event with technology

6. Airtouch: Successfully launching Web and Mobile products
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

7. Greatly impacting the “Customer Journey”
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.
Airtouch: Successfully launching Web and Mobile products
Internet of Things

8. Greatly impacting the “Customer Journey”
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.”
Airtouch: Successfully launching Web and Mobile products
Virtual Personal Assistants

9. Greatly impacting the “Customer Journey”
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.
Airtouch: Successfully launching Web and Mobile products
Virtual Reality

10. 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
Airtouch: Successfully launching Web and Mobile products
3D Interactions

11. 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.
Airtouch: Successfully launching Web and Mobile products
Increase to the complexity of analysis

12. 50
To the Customer Journey
02Increase 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
Airtouch: Successfully launching Web and Mobile products
Evolution

13. 54
BILLASK FOR A TAXI PAYMENT METHODSERVICE
PositiveExperienceNegativeExperience
Customer Journey Map
Airtouch: Successfully launching Web and Mobile products
Taxi usage without Technology

14. 54
BILLASK FOR A TAXI PAYMENT METHODSERVICE
PositiveExperienceNegativeExperience
Customer Journey Map
Airtouch: Successfully launching Web and Mobile products
Taxi usage without Technology

15. Experts in Developing
Technological
Solutions

16. Thanks!
AirtouchNM @ AirtouchNM AirtouchNM hello@airtouchmedia.com
MADRID | PARIS | MEXICO | BUCHAREST
Armando Avila Kramis
CEO
aavila@airtouchmedia.com
+34 659 436 519
Experts in Developing
Technological
Solutions