The future of shopping e-Commerce, exponential technologies and human experiences

Future marketHuman expectations

Technological opportunities

Corporate transformation

Past Now Soon Tomorrow Future

ARTIFICIAL INTELLIGENCE

WEB

MOBILE

SMAC

ROBOTICS

Future marketHuman expectations

Technological opportunities

Corporate transformation

Opportunity space

ARTIFICIAL INTELLIGENCE

WEB

MOBILE

SMAC

ROBOTICS

Disruptors are shifting the customer expectations

The age of complexityTry at home Personal concierge Proactive chat Chatbots Contextual suggestion via mail Mobile app Adaptive tracking Proactive tracking OTT integration Aftersales customization Social commerce Proximity marketing to ecommerce Loyalty on payment Shop at store Shop in dressing room Google local shopping Interactive catalogue Soft commerce Personal concierge service Smart shop windows

Buy online receive at home Buy online pickup at store Buy online pay at store Buy online pickup at point Buy at store receive at home Buy at store pay online Buy online return at store Buy at store return online Cross border customer care Augmented reality shopping Virtual reality shopping 3d scan Personalized e-commerce Experiencial commerce Robot agent for commerce Product reservation Fast track Premium programs Smart wishlist Delivery with UBER

3 mass market trends on e-commerce CX

NEW CUSTOMERS EXPERIENCE

Chatbots as Concierge, Assistant & Scouts

NEW CUSTOMERS EXPERIENCE

Super-fast service delivery (via stores or logistics)

NEW CUSTOMERS EXPERIENCE

Content commerce integration

THE GAME FOR THE EXPONENTIAL FUTURE

customer ❤ = available, fast, reliable, accountable more than OTT Otherwise you’re only the product

HUMAN EXPERIENCE

PRODUCTS & SERVICES

PLATFORMS

PROCESSES & ORGANIZATION

TOOLS

SERVICE MODEL

TRASFORM

The organization with totally new paradigm in mind

Thank you

@lucamascaro www.sketchin.ch