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CONFIDENTIAL & PROPRIETARY
THE RISE OF EXPERIENTIAL TECHNOLOGIES
Venue One, Chicago, IL@jschwan
on the battlefield for CX dominance
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“In 10 years, it is predicted that 40% of the Fortune 500 companies will no longer exist.” - Fast Company2
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15
30
45
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1960 1965 1970 1975 1980 1985 1990 1995 2000 2005 2010 2015 2020 2025
Source: INNOSIGHT / Richard N. Foster / Standard & Poor’s
Aver
age
Life
span
, S&
P 50
0 Co
mpa
nyLARGE ENTERPRISE, SHORT LIFESPAN
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UNBUNDLING A BANK
Copyright 2015: CB Insights
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UNBUNDLING FEDEX
Copyright 2015: CB Insights
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UNBUNDLING PROCTER AND GAMBLE
Copyright 2015: CB Insights
CRM
Customer Experience
Leaders +43.0% S&P 500 Index
+14.5%
Customer Experience Laggards -33.9%C
umul
ativ
e To
tal R
etur
n
6-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2008-2013)
CX LEADERS PERFORM BETTER
• Marketing and Brand Awareness Solutions
• Content-Driven Brand Engagement • Campaign-Focused Experiences
• Sales Enablement Tools • Product Catalog, CPQ and
Order Entry • Customer Assessment and
Registration • Dealer and Clientelling Solutions
• Experiential and Digital Commerce Solutions
• Contextual Payments and eWallets
• IoT and Connected Product Experiences
• Self Service Capabilities
• Loyalty and Rewards Solutions • Employee Engagement Apps • Monitoring and Prescriptive
Engagement
• Customer Service Solutions • Contextual Help Wizards • Real-time Voice/Video and Chat
US
E
DISCO
VER
ASK
ENGAGE
EXPLORE
BUY
DIGITAL FACILITATES THE CUSTOMER JOURNEYCONFIDENTIAL & PROPRIETARY
Journey Copyright Forrester 2015
discover on smart tv
ask in store
buy online
engage on wearable
use in physical world
EXPERIENTIAL COMMERCE IS A MULTI-CHANNEL JOURNEY
explore on mobile
discover on mobile
US
E
DISCO
VER
ASK
ENGAGE
EXPLORE
BUY
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THE MOBILE MONETIZATION GAP
Mobile usage has surpassed desktop usage, and the gap is only getting wider. The average amount of time spent on mobile is 162 minutes per day.
Yet spend on mobile is still significantly lower than on the big browser.
This is not behavioral issue, it’s an experience issue.
0
25
50
75
100
% Time % Spend
Mobile Desktop
87%
13%
40%
60%
Monetization Gap47%
CONFIDENTIAL & PROPRIETARY
where do we go from here?
the rise of experiential technologies
Business Applications (CRM, Commerce, ERP)
Systems of Transaction
Analytics, Context and Artificial Intelligence Services
Systems of Experience
MobileBrowser TV IoT/Sensors
Virtual Assistants
Virtual Reality RoboticsWearables Cars
Cust
omer
Val
ue
DISCOVER EXPLORE BUY USE ASK ENGAGE
Content and Data Services
Infrastructure Services
CIO AGENDA: INVEST IN SYSTEMS OF EXPERIENCE
www.solstice-mobile.com
Google’s Project Soli enables touch-free device interactions
www.solstice-mobile.com
Google’s Project Jacquard make clothing an input device
19it’s time to take another look at voice
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2013 2013 2015 2015
Equivalent to Human
Transcription
95%92%
77%
Google Now and Siri’s voice recognition are rapidly approaching
equivalency to human transcription, which is
99% accurate.
55%
VIRTUAL ASSISTANTS APPROACHING HUMANS IN ACCURACY
2013 2015
Humans
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DIGITAL PERSONAL ASSISTANTS AND CONVERSATIONAL UI
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THE DEMOCRATIZATION OF VR
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moving beyond the screen
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CONFIDENTIAL & PROPRIETARY
VR puts the human in the digital world
CONFIDENTIAL & PROPRIETARY
www.solstice-mobile.com
CONFIDENTIAL & PROPRIETARY
Robotics put the digital brain into the human world
CONFIDENTIAL & PROPRIETARY
www.solstice-mobile.com
CONFIDENTIAL & PROPRIETARY
Analytics, Context and Artificial Intelligence Services
DISCOVER EXPLORE BUY USE ASK ENGAGECu
stom
er V
alue
Systems of Experience
MobileBrowserTV IoT/Sensors
Digital Personal
AssistantsVirtual Reality RoboticsWearables Cars
Business Applications (CRM, Commerce, ERP)
Systems of Transaction
Content and Data Services
Infrastructure Services
ANALYTICS, CONTEXT AND AI SERVICES
DEMOCRATIZATION OF AI DRIVES EMOTIONAL CX
www.solstice-mobile.com
APPLY “SYSTEMS OF EXPERIENCE” CAPABILITIES TO REIMAGINE 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
CONFIDENTIAL & PROPRIETARY
CONFIDENTIAL & PROPRIETARY
thank you
