The Future of Digital Customer Experience

CONFIDENTIAL & PROPRIETARY

www.solstice-mobile.com2

three macro trends

entering post-mobile era

global smartphone ubiquity + internet of everything +

disappearing disconnected

old: disrupted new: unbundled

death by 1000 cuts

cx is king

none of it matters without world class customer experience

www.solstice-mobile.com

post-mobile era

global ubiquity of smartphones

2008 2013 2020

2020 forecast world population: 7.6B

smartphone ownership: 52% all humans 80% all adults

smartphone install base (millions)

smartphone ubiquity Mobile is the new Sun

Source: GSMA

Contextual Computing

Data is the glue that brings mobile, sensors, and social web into the Age of Context.

Personal Data is integrated into Publicly Available Data.

Google Now

the disconnected are disappearing

source: Andreessen Horowitz

disconnected are disappearing

• 40-50 billion connected devices in 2020

• 152 million connected automobiles in 2020

• 1.1 billion smart meters (electrical) in 2022

• > 7 billion M2M connections in consumer electronics in 2023

Sources: Gartner, Cisco, Christian Hernandez

internet of everything

old: disrupted new: unbundled

death by 1000 cuts

1960 1965 1970 1975 1980 1985 1990 1995 2000 2005 2010 2015 2020 2025

Source: INNOSIGHT / Richard N. Foster / Standard & Poor’s

rollin

large enterprise; short lifespan

cx is kingcustomer experience now prevailing success factor

“Mobile is not the future, it is the now. Meet your customers in the environment of their choice, not where it’s convenient for you.”

-Tim Berners-Lee

Customer Experience

Leaders +43.0% S&P 500 Index

+14.5%

Customer Experience Laggards -33.9%C

6-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2008-2013)

CX Leaders Perform Better

deepen the emotional connection with ‘customers’• Use emerging tech channels to develop a deeper relationship

with customers (employees, and business partners). • Non-traditional commerce players (Product Manufacturers and

Distributors) are using mobile and connected ecosystems to create new revenue channels and to gain valuable direct insight from the end user.

• Shift from systems of record to systems of experience -> pulling all the data locked in an enterprise and exposing it in a meaningful way to address end-user needs.

Emotional Connections through Biometrics

Emotional, biometric and other contextual information enables personalized app interactions.

Imagine showing different content to a stressed 65 year old man, than a smiling 35 year old woman.

seamlessly weave the physical & digital worlds• Define new touch-points with customer

through journey mapping

• Enhancing physical experiences with the knowledge and data of digital context

• Create new ways of doing business and extend existing business models

• Create deeper emotional connections with your customer base

beacons in the digical worldExternal

In-Store Experience

Product information when you need it

Inform consumers will help drive brand engagement and loyalty

Internal Manufacturing / distribution process

Using the micro-location to prompt key decisions or actions

Ensuring security and safety

Building a smarter office

Mobile & beacon technology are blurring the lines between physical and digital experiences. So cross-channel

journeys need to be seamless and more engaging.

Digital Physical

DigitalDigical

digital+physical mashupshealthcare gets digical

Physical

A doctor on mobile Your doctor in personYour doctor on mobile

proximity based interactions: beaconstrend #2

proximity based interactions: beacons

CAMP IT www.solstice-mobile.com25

proximity interactions: smartoffice

eCommerce

mCommerce

Experiential Commerce

Consumer behavior has changed. Purchasing, in any context, is no longer linear. Consumers don't engage with you only once. You have the opportunity to be with them throughout their entire journey.

discovery

purchase in store

purchase online

loyalty

enablement

engagement

the non-linear customer journey

purchase on mobile

frictionless commerce

• Amazon

• Kiva in Distribution Center

• Dash & Dash Button

• Buy buttons everywhere (Facebook, Pinterest, Twitter)

• Retail Business

conversational commerce

Domino’s Pizza Talk by Path Magic Tango

conversational commerce

Snapchat Snapcash FB Messenger BusinessWeChat

www.solstice-mobile.comMom: “I’ll pay with Google”

Google’s Handsfree Payments

Cashier: “Ok, you’re all set.”

venderBuilt on top of the hybris eCommerce

platform, our connected vending machine is a test bed for creating beautiful, contextual customer experiences that streamline the

path to purchase. As we move more towards ubiquitous commerce, the vending machine

becomes a launchpad for innovation & experimentation.

our lens on the trends: human centered design

what is human

centered design?

36 www.solstice-mobile.com

Prototype

Understand

Discover

Define Validate

• Creating empathy allows us to build the real solutions for real people

• Solving specific, stated and observable problems reduces waste

• Collaborative design allows everyone to get on the same page faster - less documentation

• Ability to gather and interpret feedback often allows for better informed product roadmap

putting the human at the center of the digital experience

apply a “mobile lens” to customer journeys

Getting to the airport

Check-In Waiting at the Airport

Inflight Arrival Getting to the Destination

S E R V I C E S O L U T I O N S

F E E L I N G S

Do in the Next 12 Months

Think in terms of MVP, not final products

Do in the Next 90 Days Get familiar with your data ecosystems

Do Today

Adopt a Human Centered Design mindset: Create a Journey Map

keep in touch

Kelly Manthey VP of Strategy and Innovation kmanthey@solstice-mobile.com @kmanthey

thank you

The Future of Digital Customer Experience

Technology

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