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Customer Experience

Published on by Nathalie Forest - updated on

The latest digital solutions for an omnichannel customer experience.

Bandeau Customer Experience

DECIPHERING TRENDS

Interaction between the brand and the consumer, be it before, during or after a purchase, and regardless of the point of purchase or the device used, has become a major challenge for both e-retailers and conventional traders. This interaction has to be smooth, light-hearted and consistent and must meet the consumers’ new expectations.

The main UX trends for 2016:

  • Omni-channel UX: redefining the customer experience to compensate for the lack of consistency between messages transmitted through different online channels (for 8 out of 10 businesses), and making a permanent move from multi-channel to omni-channel.
  • Mobile CRM: consumers must be reachable on all devices. The more reachable they are, the more mobile CRM can be used. Tablet, smartphone, smartwatch: new technologies will bring new experiences.
  • The increase in the size of smartphone screens: the smartphone is replacing the tablet for mobile shopping, a trend which should be borne in mind when drawing up mobile strategies and optimising e-commerce websites to provide the smoothest mobile experience possible.
  • Social commerce: social networks are evolving into sales platforms and social shopping is becoming increasingly popular thanks to newly-developed features on social networks.
  • A combination of digital and human: the customer relationship is no longer purely digital, but is being replaced by human interactivity. New personal shopping, click-to-call, web-call-back and chat systems are being developed.

THE CUSTOMER EXPERIENCE OFFER AT E-COMMERCE PARIS

Picto Customer XP

Exhibiting companies offer solutions in the following fields:

  • Call centres 
  • Before- and after-sales online services
  • CRM / loyalty schemes
  • Multichannel e-marketing
  • Gift vouchers / Coupons
  • Lotteries / Online games
  • Social Commerce
  • E-reputation / Monitoring
  • Community management
  • SMO (Social Media Optimisation)
  • Social CRM
  • Mobile Commerce
  • Mobile websites development
  • Application development (iPhone,  Android, Windows)
  • M-payment
  • Geolocation / M-couponing
  • E-merchandising
  • Predictive sales tools and behavioral targeting
  • Sales tools
  • Virtual commerce / Video / Rich media / Streaming
  • Augmented reality
  • Event / Animation

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