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The Impact of Technology on the Customer Journey - Airtouch New Media

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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.

Published in: Software
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The Impact of Technology on the Customer Journey - Airtouch New Media

  1. 1. AIRTOUCH NEW MEDIA Location Based Mobile Marketing | Social Media | Mobile & Web Development MADRID | PARIS | MEXICO | BUCHAREST
  2. 2. The impact of technology on the “Customer Journey” ----- Map of the client experience Airtouch: Successfully launching Web and Mobile products
  3. 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. 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. 5. 54 REGISTRATION LOCATION INFORMATION NETWORKING SERVICE PositiveExperienceNegativeExperience Customer Journey Map Airtouch: Successfully launching Web and Mobile products Attending an event with technology
  6. 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. 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. 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. 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. 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. 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. 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. 13. 54 BILLASK FOR A TAXI PAYMENT METHODSERVICE PositiveExperienceNegativeExperience Customer Journey Map Airtouch: Successfully launching Web and Mobile products Taxi usage without Technology
  14. 14. 54 BILLASK FOR A TAXI PAYMENT METHODSERVICE PositiveExperienceNegativeExperience Customer Journey Map Airtouch: Successfully launching Web and Mobile products Taxi usage without Technology
  15. 15. Experts in Developing Technological Solutions
  16. 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

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