The document discusses the importance of understanding and utilizing customer data to create a 'smart experience' that goes beyond just web and mobile interactions. It emphasizes the need for businesses to listen to customer feedback and integrate technology in both online and brick-and-mortar settings to enhance customer satisfaction. Ultimately, success in a competitive market hinges on developing unique and intelligent experiences rather than solely competing on price.

1. Digital Experience
To
Smart Experience
Ajay Khandelwal
@ajay_kwal

2. You ignored customer
data for a long time.

3. Your customers are
telling you something.

4. Are you listening?

5. Act before your
competition does.

6. It is not just about web
or mobile devices.

7. Think about the total
smart customer
experience.

8. The devil is in the
details.

9. Today’s customers are
smart and they expect a
smart experience.

10. Listen to your customers without
asking questions.
Your
merchandise
return experience
was horrible.
Your
merchandise
selection doesn’t
match my taste.
Your prices are
too high.
Insight from Data And Analytics

11. A smart experience is not just
online.
Brick and mortar can enable
better smart experiences too.

12. Every customer interaction
is an opportunity to brag
about how smart you are.

13. What is Smart ?Understanding the past,predicting
the future, influencing the decision .. Reliably ?
You should know your customer.
You should know what your customer likes, dislike and orders.
You should know why customers are returning merchandise .
You should know your machines.
You should know when they need repair and servicing.
You should know why they breakdown .

14. Enabling Technology is here
You don’t have to be a nerd
to imagine smart
experience.

15. Interactions
IOT
Web Traffic
Machine Learning Web
Collect Analyze Deliver
Artificial
Intelligence
Analytics
Events
Mobile
In-person
Notifications
Cloud

16. How do you differentiate in
competitive market?
Competing on price alone is not
smart strategy.

17. Develop smart experiences
Delight your customers

18. Smart Experience
Smart Devices
Smart Applications
Smart Phones Smart Web
Smart UX Smart Data
Smart Machines
Smart Stores
Smart FactoriesSmart Cars