Digital shoppers are savvy and sophisticated. Whether shopping entirely online or eventually visiting a store, consumers are using an expanded range of digital channels and tools to discover, research and buy products.
For their part, progressive brands are embracing new technologies and platforms to scale the 1:1 service and support their customers expect when shopping online and replicate the experience of a physical shopping and product experience in a digital environment. Video-based chat and livestreaming platforms are bringing the store and its products to life in people’s homes, creating opportunities to see into customers’ lives and create stronger connections. With ready access to customer information, remote associates can further tailor their interaction and suggestions.
In the following pages, PSFK describes eight trends that show how brands are engaging shoppers with next-generation digital experiences and delivering enhanced customer experience. Each of the trends is supported by recent best-in-class examples of innovation from the marketplace.
Published: July, 2021
Enhancing the shopping experience with mixed reality tools or features that provide customers with additional information and entertaining narratives as well as make the decision-making process more interactive and foster memorable journeys.Synced Experiences
Leveraging technologies, such as facial recognition or QR codes, that allow shoppers to “check in” to a store so they can receive personalized service and experiencesVirtual Try On
Using AR platforms to create 3D simulations that bring products to life and allow customers to virtually try before purchasing.
Outdoor recreation retailer created a virtual appointment platform for customers to book time with an in-store expert.Neiman Marcus elevates CX with Clienteling app
Neiman Marcus is elevating customer relationships through the Connect section of its shopper app.Yeti Customers can Visualize 50 Products IRL with Web-Based AR
Outdoor gear brand’s immersive 3D product experience allows customers to place more than 50 virtual products in real-world spaces