How technology meets customer experience

Vincent  Nys  -­‐ NewFusion

ADD  Clients  Visuals• Proximus,  Luminus ,  Alken-­‐Maes ,  Johnson  &  Johnson  ,  Huawei,  ING

Raymond  Kurzweil

2009  -­‐ 2010

qSpeech  &  Face  RecognitionqWireless  communicationqHigh  Speed  broadband  internetqVirtually  Realityq…

Wireless  &  Internet

Singularity  !!!!

ROBOTS  ARE  GOING  TO  TAKE  OVER  THE  WORLD

1999 2002

DO  YOU  THINK  IT’S  POSSIBLE  ?

THE  FURTURE  OF  TOMORROW  IS  WRITTEN  TODAY

EMBRACE  THE  TECHNOLOGY  OF  TOMORROW

STAY  AHEAD  !  CHANGE  IS  GETTING  FASTER

AS  A  CONSUMER    ?AS  A  BRAND    ?

AS  A  GOVERNMENT  ?

Digital Transformation

DIGITAL

TOUCHABLE

INTERACTIVE

SMART

PERSONAL

The future for me ?

• Wearable  things• Internet  of  Things  (  everything  connected  )

• Open  ecosystems• Even  smaller• Big  Data  >  Smart  Data

Turn  Data  into  InformationTurn  Information  into  Insights

TECHNOLGY  IS  CHANGINGMARKET  IS  CHANGING

BUT  ALSO  THE  CONSUMER  IS  CHANGING

The consumer

• Digital  &  Mobile  technology• Always  on/Instant  gratification• Decreased  mobility• Community• Co-­‐creation/collaboration• The  power  of  the  crowd• Empowered  Self  Service

Transformation of Engagement

Online  Retail  Analytics  

ALL  ABOUT  DATA  

Online  VS  Offline

Online  /  Offline  Merge

Motivation  +  Big  Data  +  Gamification=  Loyalty  3.0

Offline  Retail  Analytics

Only  analytics  on:

Visitor  Counts  /  sales  &  loyality cards

New Technologies: Street

• Mobile  advertising• Personalized  billboards• Promotion,  Coupons,  Loyalty• Retail  apps• Virtual  store  (QR)• Interactive  Windows• Geofencing/  iBeacons• Camera  heat  mapping,  dwell  

mapping,  people  counting,  crowd  control

New Technologies: In Store• 3D  printing,  personalized  booths

• Augmented  reality• iBeacons – personalized  advertising

• Digital  mirror  – connected  fitting  room

• Heat  mapping,  Wi-­‐Fi  Monitoring

Offline use ?

Audience Messurement

Result ? Better customer ExpierenceCUSTOMER  EXPERIENCE  3.0  

Privacy  Issue  ?

How  Cares  ?

Privacy  Balance

COMFORT PRIVACY

SELF  CONTROL

AS  A  CONSUMER    ?AS  A  BRAND    ?

AS  A  GOVERNMENT  ?

www.newfusion.be

Presentation  by:  Vincent  Nys  – Credits  to:  @Ransbottyn