e-commerce, exponential technologies and human experiences

1. The future of shopping
e-Commerce, exponential technologies
and human experiences

3. Future market
Human
expectations
Technological
opportunities
Corporate
transformation
Past Now Soon Tomorrow Future
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

4. Future market
Human
expectations
Technological
opportunities
Corporate
transformation
Opportunity
space
ARTIFICIAL
INTELLIGENCE
WEB
MOBILE
SMAC
ROBOTICS

5. Disruptors are shifting
the customer expectations

6. The age of complexity
Try at home
Personal concierge
Proactive chat
Chatbots
Contextual suggestion via mail
Mobile app
Adaptive tracking
Proactive tracking
OTT integration
Aftersales customization
Social commerce
Proximity marketing to ecommerce
Loyalty on payment
Shop at store
Shop in dressing room
Google local shopping
Interactive catalogue
Soft commerce
Personal concierge service
Buy online receive at home
Buy online pickup at store
Buy online pay at store
Buy online pickup at point
Buy at store receive at home
Buy at store pay online
Buy online return at store
Buy at store return online
Cross border customer care
Augmented reality shopping
Virtual reality shopping
3d scan
Personalized e-commerce
Experiencial commerce
Robot agent for commerce
Product reservation
Fast track
Premium programs
Smart wishlist

7. 3 mass market trends
on e-commerce CX

8. NEW CUSTOMERS EXPERIENCE
Chatbots as
Concierge,
Assistant &
Scouts

9. NEW CUSTOMERS EXPERIENCE
Super-fast
service delivery
(via stores or logistics)

10. NEW CUSTOMERS EXPERIENCE
Content
commerce
integration

11. THE GAME FOR THE EXPONENTIAL FUTURE
customer ❤ = available, fast, reliable,
accountable more than OTT
Otherwise you’re only the product

12. HUMAN EXPERIENCE
PRODUCTS & SERVICES
PLATFORMS
PROCESSES & ORGANIZATION
TOOLS
SERVICE MODEL
TRASFORM
The organization
with totally new
paradigm in mind

13. Thank you
@lucamascaro
www.sketchin.ch