INTERACTIVE CUSTOMER EXPERIENCE
It’s all about the customer experience. Great experiences keep customers coming back time and time again. Give your customers a “wow” experience and they will tell their friends and colleagues and share on social media. Sometimes those “wow” moments are little and sometimes they are completely captivating.
Customers want to interact with you in many ways, whether it’s in your store, on your website or on a mobile device. It’s challenging to have a total view of the customer and provide them with a seamless experience. But when implemented correctly, technology can surprise and delight your customers.
The Interactive Customer Experience (ICX) Summit will focus on what happens when a customer is in your venue and how to use technology to engage, excite and connect with them to ultimately serve them better. In this e-book, you’ll get a preview of insights from some of our speakers, including:
• Ben Putland • Eric Vazquez • Paula Suarez • George Burciaga
We hope to see you on June 28-30 in Chicago! David Drain
Brand Contributors
[i]cell
Interactive
Inc
“It is important to consider how the
technology is being used to enhance a
story, rather than be the story itself.”
BEN PUTLAND
COO | GRAND VISUAL
Technology must be used in way that is natural for a consumer to
interact with. It is also important to consider how the technology is being used to enhance a story, rather than be the story itself.
Smartphones have changed the ways that consumers can interact with digital out-of-home (DOOH). From being able to interact and manipulate content on DOOH screens from their phone to simply using them as means to access information on the go.
Over the past 12 months we have implemented multiple campaigns which used Augmented Reality or Arduino Technology to really bring DOOH to life. In a campaign last November for Xbox we used AR to bring mutants to the streets of Melbourne, San Francisco and London. A campaign we are working on right now is using to use Arduino technology to help power a F1 Simulation experience.
BEN PUTLAND
COO | GRAND VISUAL
INTERACTIVE CUSTOMER EXPERIENCE
“I have learned that consumers with
a natural sense of curiosity want to
engage with technology.”
ERIC VAZQUEZ
PROJECT MANAGER
I have learned that consumers with a natural sense of curiosity want to engage with technology. Curiosity is a part of the human condition but as a provider of technology, I must continue to ask will this technology provide value to the consumer and if so, in what form and to what end.
The proliferation of the smartphone has given Encore Event Technologies the opportunity to develop and introduce new ways for our clients to access information, share that information, and take that information with them into the physical world.
I recently launched an interactive conference room for one of our clients. The results have been exceptional. There has been a high adoption rate of the hardware and software solutions, which is creating for the user a rich interactive collaborative experience throughout the room. Furthermore, by the time of the Summit in June 2015, I will have implemented an interactive digital ecosystem in one of the largest commercial buildings in the United States. I look forward to sharing that experience with the ICX 2015 attendees.
ERIC VAZQUEZ
PROJECT MANAGER l ENCORE EVENT TECHNOLOGIES
“Consumers want to interact with
technology, but that technology has
to make sense.”
PAULA SUAREZ
DIRECTOR OF SOFTWARE ANALYSIS AND DEVELOPMENT DICKEY’S BARBECUE
RESTAURANTS, INC.
Consumers want to interact with technology, but that technology has to make sense. It has to make sense for our business model: Creating/using technology that aligns with the business process in order to drive sales and build profits. And second, it has to make sense for our customers: Easy to use and it has to be an improvement over the previous process/experience.
We are upgrading all of our stores with Cisco equipment in an effort to better support our stores. We are also providing a custom-made, restaurant-grade Android tablet that supports our operation and training initiatives. (This tablet will be for operational support behind the line.) And last, we will offer free customer Wi-Fi in all of our restaurants to begin the marketing data collation process.
The proliferation of the smartphone provides an opportunity to share information and knowledge rapidly at the touch of a few buttons. If a
customer is happy with the service and/or experience inside our restaurants, everyone (that he/she knows) will know. It is word of mouth in real-time!
PAULA SUAREZ
DIRECTOR OF SOFTWARE ANALYSIS AND DEVELOPMENT DICKEY’S BARBECUE RESTAURANTS, INC.
GEORGE BURCIAGA
OWNER & FOUNDER ELEVATE DIGITAL
INTERACTIVE CUSTOMER EXPERIENCE
“Customers expect a personalized
experience that surprises and
GEORGE BURCIAGA
OWNER & FOUNDER l ELEVATE DIGITAL
Customers expect a personalized experience that surprises and delights them. Additionally, consumers are trending more toward a self-service
experience. Most consumers will trade bits of information about themselves if they receive something like a photo, a discount or a personalized set of directions. They will continue to interact and tell us more about themselves if we continue to provide a valuable experience.
Elevate will deploy its Citizen Mobility experience, which we can’t describe in great detail yet. (Stay tuned) It will connect citizens to municipalities everywhere. This will further expand on IoT and the connected city concept by deploying Wi-Fi, city services, information, transit tracking, wayfinding and entertainment in strategic locations across cities. This concept will begin global rollout in 2015. However, we should have introduced our motion
experience and other IoT experiences sooner! Why wait?
