The Future of Digital Customer Experience

CONFIDENTIAL & PROPRIETARY

www.solstice-mobile.com2

three macro trends


entering post-mobile era

global smartphone ubiquity + internet of everything +

disappearing disconnected

old: disrupted new: unbundled

death by 1000 cuts

cx is king

none of it matters without world class customer experience

http://www.solstice-mobile.com

www.solstice-mobile.com


3

post-mobile era




global ubiquity of smartphones






0

1000

2000

3000

4000

2008 2013 2020

2020 forecast world population: 7.6B

smartphone ownership: 52% all humans 80% all adults

smartphone install base (millions)

smartphone ubiquity Mobile is the new Sun

Source: GSMA


Contextual Computing

Data is the glue that brings mobile, sensors, and social web into the Age of Context.

Personal Data is integrated into Publicly Available Data.


Google Now




the disconnected are disappearing






source: Andreessen Horowitz

disconnected are disappearing



• 40-50 billion connected devices in 2020

• 152 million connected automobiles in 2020

• 1.1 billion smart meters (electrical) in 2022

• > 7 billion M2M connections in consumer electronics in 2023


Sources: Gartner, Cisco, Christian Hernandez

internet of everything




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old: disrupted new: unbundled

death by 1000 cuts




0

15

30

45

60

1960 1965 1970 1975 1980 1985 1990 1995 2000 2005 2010 2015 2020 2025

Source: INNOSIGHT / Richard N. Foster / Standard & Poor’s

aver

age

lifes

pan:

rollin

g 7-

year

ave

rage

large enterprise; short lifespan













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cx is kingcustomer experience now prevailing success factor



“Mobile is not the future, it is the now. Meet your customers in the environment of their choice, not where it’s convenient for you.”

-Tim Berners-Lee




CRM

Customer Experience

Leaders +43.0% S&P 500 Index

+14.5%

Customer Experience Laggards -33.9%C

umul

ativ

e To

tal R

etur

n

6-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2008-2013)

CX Leaders Perform Better



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deepen the emotional connection with ‘customers’• Use emerging tech channels to develop a deeper relationship

with customers (employees, and business partners). • Non-traditional commerce players (Product Manufacturers and

Distributors) are using mobile and connected ecosystems to create new revenue channels and to gain valuable direct insight from the end user.

• Shift from systems of record to systems of experience -> pulling all the data locked in an enterprise and exposing it in a meaningful way to address end-user needs.




Emotional Connections through Biometrics

Emotional, biometric and other contextual information enables personalized app interactions.

Imagine showing different content to a stressed 65 year old man, than a smiling 35 year old woman.




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seamlessly weave the physical & digital worlds• Define new touch-points with customer

through journey mapping

• Enhancing physical experiences with the knowledge and data of digital context

• Create new ways of doing business and extend existing business models

• Create deeper emotional connections with your customer base






beacons in the digical worldExternal

In-Store Experience

Product information when you need it

Inform consumers will help drive brand engagement and loyalty

Internal Manufacturing / distribution process

Using the micro-location to prompt key decisions or actions

Ensuring security and safety

Building a smarter office

Mobile & beacon technology are blurring the lines between physical and digital experiences. So cross-channel

journeys need to be seamless and more engaging.

Digital Physical



DigitalDigical

digital+physical mashupshealthcare gets digical

Physical

A doctor on mobile Your doctor in personYour doctor on mobile




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proximity based interactions: beaconstrend #2




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proximity based interactions: beacons

CAMP IT www.solstice-mobile.com25






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proximity interactions: smartoffice




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eCommerce

mCommerce

Experiential Commerce




Consumer behavior has changed. Purchasing, in any context, is no longer linear. Consumers don't engage with you only once. You have the opportunity to be with them throughout their entire journey.




discovery

purchase in store

purchase online

loyalty

enablement

engagement

the non-linear customer journey

purchase on mobile





frictionless commerce

• Amazon

• Kiva in Distribution Center

• Dash & Dash Button

• Buy buttons everywhere (Facebook, Pinterest, Twitter)

• Retail Business



conversational commerce


Domino’s Pizza Talk by Path Magic Tango



conversational commerce


Snapchat Snapcash FB Messenger BusinessWeChat


www.solstice-mobile.comMom: “I’ll pay with Google”

Google’s Handsfree Payments

Cashier: “Ok, you’re all set.”



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venderBuilt on top of the hybris eCommerce

platform, our connected vending machine is a test bed for creating beautiful, contextual customer experiences that streamline the

path to purchase. As we move more towards ubiquitous commerce, the vending machine

becomes a launchpad for innovation & experimentation.





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our lens on the trends: human centered design




what is human

centered design?

36 www.solstice-mobile.com


Prototype

Understand

Discover

Define Validate





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• Creating empathy allows us to build the real solutions for real people

• Solving specific, stated and observable problems reduces waste

• Collaborative design allows everyone to get on the same page faster - less documentation

• Ability to gather and interpret feedback often allows for better informed product roadmap

putting the human at the center of the digital experience






apply a “mobile lens” to customer journeys

Getting to the airport

Check-In Waiting at the Airport

Inflight Arrival Getting to the Destination

S E R V I C E S O L U T I O N S

F E E L I N G S


Do in the Next 12 Months

Think in terms of MVP, not final products

Do in the Next 90 Days Get familiar with your data ecosystems

Do Today

Adopt a Human Centered Design mindset: Create a Journey Map



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keep in touch

Kelly Manthey VP of Strategy and Innovation [email protected] @kmanthey


mailto:[email protected]

thank you


Technology

The Future of Digital Customer Experience