Copyright © Econsultancy
The Future of Customer Experience
Wednesday, December 3rd 2014
Andrew Warren-Payne
Senior Research Analyst
@agwp
9
Photo credit:
wikimedia.org
88% of consumers research
online before buying offline
Source: digitaslbi.com/connectedcommerce2014
TrackYourHappiness.com
04 December 2014
Kumar, A., Killingsworth, M. A. & Gilovich, T. (2014). Waiting for merlot: Anticipatory consumption of
experiential and material purchases. Psychological Science, 25(10), 1924-1931. 16
Over 2,000 people
recorded
activities and
happiness
TrackYourHappiness.com
04 December 2014
Kumar, A., Killingsworth, M. A. & Gilovich, T. (2014). Waiting for merlot: Anticipatory consumption of
experiential and material purchases. Psychological Science, 25(10), 1924-1931. 17
Happiness
Excitement
Pleasantness
“My results suggest that
happiness is indeed
highly sensitive to the
contents of our moment-
to-moment experience.”
Matt Killingsworth, Berkeley
Founder of
TrackYourHappiness.com
18
Showrooms go social
21
Sensual virtual experiences
22
Case Study – Argos Digital Store
• Part of a wider transformation effort as multichannel sales >50%
• Time from purchase online to ready-for-pickup is less than one minute
• iPads and widescreen TVs provide dynamic content and product selection
• Free Wifi
Just 16% of companies have
integrated customer touchpoints across physical and digital to a “large extent”.
Source: IBM C-Suite Study
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