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The future of shopping

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e-commerce, exponential technologies and human experiences

Published in: Business
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The future of shopping

  1. 1. The future of shopping e-Commerce, exponential technologies and human experiences
  2. 2. Future market Human expectations Technological opportunities Corporate transformation Past Now Soon Tomorrow Future ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS
  3. 3. Future market Human expectations Technological opportunities Corporate transformation Opportunity space ARTIFICIAL INTELLIGENCE WEB MOBILE SMAC ROBOTICS
  4. 4. Disruptors are shifting the customer expectations
  5. 5. 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
  6. 6. 3 mass market trends on e-commerce CX
  7. 7. NEW CUSTOMERS EXPERIENCE Chatbots as Concierge, Assistant & Scouts
  8. 8. NEW CUSTOMERS EXPERIENCE Super-fast service delivery (via stores or logistics)
  9. 9. NEW CUSTOMERS EXPERIENCE Content commerce integration
  10. 10. THE GAME FOR THE EXPONENTIAL FUTURE customer ❤ = available, fast, reliable, accountable more than OTT Otherwise you’re only the product
  11. 11. HUMAN EXPERIENCE PRODUCTS & SERVICES PLATFORMS PROCESSES & ORGANIZATION TOOLS SERVICE MODEL TRASFORM The organization with totally new paradigm in mind
  12. 12. Thank you @lucamascaro www.sketchin.ch

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