Mark Polly, a director at Perficient, recently wrote a blog post on customer engagement technology trends that were discussed while attending a panel discussion at Customer Engagement World in New York. The panelists addressed many topics on the latest technology trends that are being utilized to continue and improve engagement with customers. Trends that were discussed included new technologies, the mobile movement, beacons, wearables, the internet of things, social media, and more.
Will wearable technology replace mobile phones? Can we go back to flip phones and not carry large phones? Right now the panelists see wearable as an adjunct technology to the phone. It is more casual and helpful in certain situations. ApplePay is a good example of an app that would be good for a wearable device. Different devices are used at different times of the day and in different context, and the wearables will have their own context that makes them appropriate.
Will any other things become obsolete with new technologies? Alex and Ani is rolling out beacons to every store in a beta test. They see the beacon as helping provide info to customers when they can’t be helped by a store associate. It won’t replace sales associates, but they hope the beacon technology will engage customers when store people are busy with other customers. Lowes has a helper robot that can help customers in a similar fashion.
Click here to read more of the panelists questions and answers…
