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CRMIT Solutions is a leader in transforming businesses with cloud based Customer Experience (CX) solutions on sales, service, marketing & social cloud. Recognized amongst CIOReveiw’s "20 Most Promising Cloud Computing Companies”

Idea Engineers Exchange On Customer Experiences

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Recently, I attended an event on “Idea Engineers Exchange” focusing on Customer Experiences. Many professionals / technologists / business analysts from different organizations were part of this interesting event. Sharing my notes from this event here:

Session – 1

UX / CX , Channels with commerce : Intro by Prashanth

  • Forrester, CXI , Customer exp index .
  • Defects found by customer
  • Customer repeat purchase
  • Likely Experiences for referrals
  • Translate above experience to revenues
  • Incremental revenues generating – $2M $ …by referrals
  • Customer, Retailer to manufacturer communication channel on defects
  • Consumer psychology innovation

Subhradeep Guha, SAPIENT NITRO, Global capability leader, Country director

  • What is digital commerce?, Inform, inbound , engage, advanced version of e-commerce, virtual e-commerce
  • Shopping experience digitally, ASOS fashion finder, online shopping cart, looks , commerce application., NET – A – PORTER web site
  • CATALOG SHOPPING, MAGAZINE shopping
  • BURBERRY web site, streaming videos with fashion shows
  • Comments published in commerce application, liking on the site, harnessing impulse., chooses customer to buy a product
  • Impulse and emotion buyers in commerce site
  • FRENCH CONNECTION YOUTIQUE eCOMMERCE WEBSITE, 98 VIDEOS -> published with theme and importance, implication
  • Clothes service web sites, coming with experience.
  • Who is consumer?
  • Who is target consumer?
    • Toddler to senior citizen, Group , Not an individual, digital m/c and collection
    • 20+ ability to buy
    • Capacity to buy, access to technology
    • Influence decision making
    • Diff target segments
  • Where do they live?
  • Global Demographics stats: North America, western Europe, China, Japan,
  • India : young and less affluent
  • Age : single/no kids / child , family, older + , matters
  • Lives in NA, EU, JP, SK, SN,TW or AU
  • Next : Emerging markets,
  • AS WATSON in china opening physical stores
  • STORE FRONT in NET markets’ mid 1980, 1990s …it’s 1994
  • Retail experience with tasks changed
  • Black BOX in a jeep / car ..Like black box in airplane è In European cars / jeeps
  • Buying experience is linear experience.
  • Shopping with different channels..Shopping exp revolution.
  • Feedback , Grievance box for consumers
  • Connect Brands with Consumers, enabled by technology – connected by data & Experience space
  • What is technology / where are it’s boundaries?
  • How are we designing solutions?
  • How you prepared are you for the future?
  • Omni Channel è Brand experiences will drive revenue
  • INSTORE Experience & ONLINE / INTERNET EXPERIENCES
  • Pre purchase è Beyond the store è Post Purchase
  • (Exp : Pre shopping) (Exp : Post Shopping Exp)
  • Validation, Referrals, Ratings, Reviews, Forums, etc
  • TOUCH POINTS represent increased opportunities / revenues
  • HOME / WORK / HOARDING / MOBILES / PHYSICAL PLACES / IN-STORE è The extended experience space
  • Digitization of shopping / Digital assistance, Apple, Samsung Sleepy’s
  • Extending shop floor with variety of approaches
  • INSTORE, For ex New Balance, iPad …
  • Exclusivity
  • Store as Social Shopping platform. Shirt hanger with Likes / Ratings displayed
  • Store as Studio with multiple channels
  • Theater videos, Vending m/c / Amphi theatre, House,
  • Store design / layouts
  • Capturing Omni channel touch points
  • JC Penny
  • Apple has integrated its total Ecosystem
  • Starbucks listens to their customers à CRM
  • Why do connected experiences matter?
  • A consumer brand experience changes customer relationship

Session – II

Designing immersive exp – Subhindra venkateshamurthy

  • Immersive experiences
  • Immersion in Digital Spaces
  • Flipboard
  • Layar App
  • Extend experiences
  • How to create Immersive experiences?
  • Uniliver’s Share Happy Vending m/c è Ice Cream vending m/c Smile bigger , you get bigger ice-cream
  • Gamify
  • Connect with people’s emotions
  • Set clear goals
  • Rewards
  • Social
  • Allow for discovery
  • All games are Social now
  • Make thing’s for Fun
  • Visit thefuntheory.com ..Elevator vs Steps ..In one of shop they made STEPS like Piano, people strated using Piano steps rather than real elevator.
  • Piano Staircase: (Customer Experience videos)
  • http://www.youtube.com/watch?v=2lXh2n0aPyw&feature=player_embedded
  • Sneakerpedia , Social Recognition
  • Meaningful contribution
  • Nissan Eco-Friendly , grow tree on DASH BOARDS

Bhaskara Reddy Sannapureddy

Technical Architect, CRMIT

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