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Webinar - CX Strategy: Millennials & mCommerce

mCommerce is shifting in a direction to cater to those that are digital native (Millennials), not digital immigrant (the rest of us). Review our webinar presentation with a panel of omni-channel strategists in the hospitality and retail industries. During the dicussion, we'll focus on Personalization vs. Customization, digital storytelling, wearables, and much more. Watch the full webinar here: http://bit.ly/MillennialsmCommerceWebinar

Webinar - CX Strategy: Millennials & mCommerce

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CX Strategy: Millennials & mCommerce Webinar, 9/15/15
KEY LIME INTERACTIVE
TRAILBLAZER SERIES
September 15, 2015
CX Strategy: mCommerce
and Millennials
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
This webinar will focus on these topics related to
Millennials (Born 1981-97) and CX/UX:
● Personalization vs. Customization
● Wearables
● Digital storytelling
● Location-based deals / Geo-location / Beacons /
NFC
● New buy button trend (on Twitter, Facebook and
soon, Google)
AGENDA
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
TODAY’S SPEAKERS
Ania Rodriguez, CEO
Key Lime Interactive
● Inc5000 Highest Ranked UX
Firm (930 of 5000)
● South Florida Business Journal
Fastest 50 Companies (#6)
● Personal: 40 under 40, 2015
Enterprising Women of the
Year Winner
Stephanie Slobodian, Mobile UX
Director
Marriott International
● 17 years of experience in UX
● Former IBMer, NPRer, &
Critical Mass-er
● Designed websites and apps
for Google, NPR ONE,
NPR.org, NPR Music, Planet
Money, Gucci, Hallmark,
Mercedes Benz, USAA and
Marriott.
Cat Brunson, Omnichannel Strategist
● 25+ years of experience in CX/UX
● Worked with top brands including
Belk, Microsoft, Eddie Bauer, and
Lowes
● Sweet Spot: Internet of Things,
Omni-channel, & Global Retail
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
STATE OF mCOMMERCE
Velocity of mCommerce?
Relation to Omni-Channel strategy?
Are we in the “Now” age?
[Millennials]
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
DESIGNING FOR MILLENNIALS
Should companies be
designing for Millennials?
“Product-Out” View vs.
“Outside-In” View?
Gallup Study: Millennials
Most Trusting on Safety of
Personal Information?
CX Strategy: Millennials & mCommerce Webinar, 9/15/15
While personalization systems predict users’ needs
and preferences, customization empowers users to
design their own experiences.
Maturity of Retailers? Hoteliers?
Barriers to making this happen? Infrastructure?
Data Governance?
Is predictive analytics really there? How do
companies operationalize the mCommerce
experience when Millennials have a “bring it to
me” need.
Webrooming vs. Showrooming?
PERSONALIZATION & CUSTOMIZATION

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Webinar - CX Strategy: Millennials & mCommerce

  • 1. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 KEY LIME INTERACTIVE TRAILBLAZER SERIES September 15, 2015 CX Strategy: mCommerce and Millennials
  • 2. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 This webinar will focus on these topics related to Millennials (Born 1981-97) and CX/UX: ● Personalization vs. Customization ● Wearables ● Digital storytelling ● Location-based deals / Geo-location / Beacons / NFC ● New buy button trend (on Twitter, Facebook and soon, Google) AGENDA
  • 3. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 TODAY’S SPEAKERS Ania Rodriguez, CEO Key Lime Interactive ● Inc5000 Highest Ranked UX Firm (930 of 5000) ● South Florida Business Journal Fastest 50 Companies (#6) ● Personal: 40 under 40, 2015 Enterprising Women of the Year Winner Stephanie Slobodian, Mobile UX Director Marriott International ● 17 years of experience in UX ● Former IBMer, NPRer, & Critical Mass-er ● Designed websites and apps for Google, NPR ONE, NPR.org, NPR Music, Planet Money, Gucci, Hallmark, Mercedes Benz, USAA and Marriott. Cat Brunson, Omnichannel Strategist ● 25+ years of experience in CX/UX ● Worked with top brands including Belk, Microsoft, Eddie Bauer, and Lowes ● Sweet Spot: Internet of Things, Omni-channel, & Global Retail
  • 4. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 STATE OF mCOMMERCE Velocity of mCommerce? Relation to Omni-Channel strategy? Are we in the “Now” age? [Millennials]
  • 5. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 DESIGNING FOR MILLENNIALS Should companies be designing for Millennials? “Product-Out” View vs. “Outside-In” View? Gallup Study: Millennials Most Trusting on Safety of Personal Information?
  • 6. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 While personalization systems predict users’ needs and preferences, customization empowers users to design their own experiences. Maturity of Retailers? Hoteliers? Barriers to making this happen? Infrastructure? Data Governance? Is predictive analytics really there? How do companies operationalize the mCommerce experience when Millennials have a “bring it to me” need. Webrooming vs. Showrooming? PERSONALIZATION & CUSTOMIZATION
  • 7. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 Who is doing interesting work? Are Millennials using wearables? Key Lime Interactive’s research shows Millennials seek wearable apps focus on improving the overall on-location (in-store / at hotel) experience, as well as building loyalty. Thoughts? WEARABLES
  • 8. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 DIGITAL STORYTELLING How does Storytelling support users during the stages of the customer journey? [Awareness, Consideration, Purchase, Retention, and Advocacy] New Study from “Think with Google” says that there is an “opportunity for brands to be there” via micro-moments with Dads as they turn to Digital in their “Moments of Need”. How do do you think Digital Storytelling will help?
  • 9. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 2014 marked the start of a bigger play for retailers as they were busy rolling. This holiday season is “game time”, or is it? Will they overwhelm Millennials? Creating Noise? 85% of retailers will be competing for customer experience in 2016. LOCATION-BASED DEALS/ GEO- LOCATION/ BEACONS & NFC
  • 10. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 New York Times article says that goal of new simple buy buttons aims to entice mobile shoppers? Thoughts? Consideration for Millennials? Will it make them less loyal to brands? How to keep Millennials engaged? How do you ensure that you present the best experience always? NEW BUY BUTTON TREND?
  • 11. CX Strategy: Millennials & mCommerce Webinar, 9/15/15 THANK YOU! Any ?s: marketing@keylimeinteractive.com