Customer Experience
Coates Group webinar addresses future trends, disruptors in customer experience
Customer's expectations are constantly changing as disruptive trends and technologies enter the market. During a live webinar, , Wes Fagan, chief experience officer, Coates Group and Rob Cervetto, experience designer at Coates Group discussed future trends, disruptors and how they're changing the landscape of customer experience.
March 5, 2021
Customer's expectations are consistently evolving, especially in our new reality of social distancing and COVID-19 rules. Some of the trends influencing experiences include development in customer footprint, more immersive interactions, transformations in business operations and more, which are all disrupting businesses' operations.
During a live webinar hosted on Digital Signage Today, Wes Fagan, chief experience officer, Coates Group and Rob Cervetto, experience designer at Coates Group discussed future trends, disruptors and how they're changing the landscape of customer experience. Bradley Cooper, editor of Digital Signage Today, moderated the discussion.
During the presentation, the panelists said that in order to create better more meaningful experiences, digital signage vendors and customer experience vendors in general need to provide "radically human" experiences.
"By remembering where we come from, we will create uniquely human experiences," Fagan said during the presentation.
The panelists identified four areas of disruption that are happening currently in the arena of customer expectations. These areas include:
- Experiential disruption: developments from behavioral shifts brought about by new technology models.
- Commerce disruption: rising expectations for omni-channel purchasing.
- Operational disruption: pivoting operations to fuel new services, experiences and models of operation.
- Data-driven disruption: Big Data and its effects.
"From online to physical retail, technology is enabling transformative opportunities to establish relationships and engage with consumers in new ways – powering personalized experiences and boosting engagement and satisfaction," Cervetto said during the presentation.
These disruptions include many different types of technologies. For example, with experiential disruption, there has been a shift towards AR-powered experiences. With commerce disruption, businesses have had to craft technological solutions that allow users to "log into" locations through tools such as biometrics.
On the operational side COVID-19 has caused a significant rise in curbside pickup. In order to take advantage of this operational change, businesses in the future will start to expand its operations into previously "empty spaces" such as parking lots. Businesses will also have to use more AI solutions to automate its operations.
On the data side, the internet-of-things is providing much needed data to help gain more customer insights and in turn boost the customer experience.
"IoT technology makes it possible to connect with digital-savvy consumers in a relevant, contextual and meaningful way by linking up people, processes and technology," Cervetto said.
Other major tools for Big Data include artificial intelligence tools such as chatbots, voice recognition and more.
Brands will need to adjust their strategies in order to take advantage of all of these trends and disruptors in all four of these areas, the panelists said.
To hear more about the disruptors in the customer experience market, click here to download the free webinar.
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Coates Group
Coates Group empowers millions of customer interactions every day for the world's leading QSR brands, providing tailored technology and end-to-end services that enable brands to turn complex restaurant ecosystems into seamless experiences for their guests.
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