The Future Of Customer Experience: Zero User Interfaces

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The Touchless Future of Customer Experience
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(No Transcript)
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• In the past 18 months the pandemic has made us
  hyper-aware of what we touch, and how often we
  wash or sanitize our hands has become as second
  nature of a habit as glancing at our smartphones
  an average of 58 times a day (yep, thats an
  actual statistic!) Even as the pandemic starts to
  wind down, one major leftover of our Covid-19
  existence seems to be a continued and even
  increased call for a sanitized, safety-conscious
  experience in all things.

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• The near exponential growth of eCommerce over the
  past year is a direct example of the new consumer
  expectations. As lockdowns became the new
  normal, businesses and consumers increasingly
  went digital, providing and purchasing more
  goods and services online, raising e-commerces
  share of global retail trade from 14 in 2019 to
  about 17 in 2020, and this is expected to jump
  to as high as 22 in 2021.

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• Customer expectations have heightened as purchase
  priorities have shifted and buying behavior has
  changed. The transition toward interfaces that
  rely on voice, gesture, and proximity instead of
  touch a movement called zero UI will apply
  not only to in-person purchases but to other
  publicly shared UI controls such as ATM screens,
  in-store feedback buttons, checkout PIN pads,
  elevator buttons, smart boards, and more.

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• What does that mean for future-ready brands? A
  deeper commitment to providing an AI-empowered
  customer experience will be necessary to compete,
  but brands that succeed will find a way to
  provide this while also baking into their
  strategy a human-centric element that keeps the
  customer at the center of each interaction, and
  maintains efficiency, security, privacy, and
  choice.
• What trends can you anticipate seeing? Which
  transitions will you need to make? Heres some
  insights.

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Touchless Technology

• The latest user behavior shows that most people
  prefer a touchless environment instead of a
  high-end touch screen, however smooth and gliding
  the input is. According to a recent study, 77 of
  customers expect non-touch interactions for
  customer experiences. More than 62 expect the
  same touchless experience even after the current
  pandemic subsides.

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• The value proposition of touchless technologies
  solidified in 2020 and has accelerated the growth
  and deployment of this tech. This means the world
  wants technology with no or zero user interface
  (zero UI), and that also means that a big part of
  a successful customer experience will mean
  providing a touchless experience wherever and
  whenever possible.

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• While the obvious application of touchless POS
  technology interfaces comes to mind first, in the
  longer term, a superior CX could be dictated by
  such touchless experiences as the use of
  chatbots, the integration of artificial
  intelligence, and data-driven predictive
  analytics in prompting suggested products and
  services, and integrated machine learning to help
  automate and streamline the entire process of
  making a purchase from start to finish online.

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Gesture Recognition

• At first blush, the notion of a consumer
  experience that is predicated on something as
  intrinsic as a hand motion might seem almost too
  futuristic to comprehend, but in fact, its not
  all that new to many brands who have seen the AI
  revolution coming for some time. Were already
  seeing real-world examples of gesture recognition
  technology in industries that touch everyday
  life. The gesture recognition market stands at
  9.8 billion as of now and is expected to reach
  32.3 billion in 2025.

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• Back in 2013, Douwe Egberts positioned coffee
  machines in airports that provided coffee to
  travelers who yawned. Another brand that is
  getting gesture technology right is BMW, with its
  gesture control integration that allows users to
  change settings with a wave, rather than fumbling
  with a touch screen. Surprise and delight
  encounters such as these can have a lasting
  effect on not just the customer experience, but
  customer lifetime value.

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• Recognition and control of gestures are also
  emerging, especially in contexts involving
  confidential information, such as the use of an
  ATM, where the best option might not be
  interacting through speech. Gestures with haptic
  feedback can provide an invisible sense of touch
  and safety.And gesture recognition is also making
  a big impact in other areas of the customer
  experience, particularly in retail. The ability
  to know what merchandise has been viewed and
  ultimately rejected is crucial if traditional
  retailers want to compete against the likes of
  Amazon.

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• Digitally native retailers have long used
  behavioral analytics to understand customers
  purchases and shopping habits because their
  machine learning models see all the data and use
  it to inform smart predictive analytic models.

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• Deploying gesture recognition in stores can arm
  retailers with similar predictive power. By
  analyzing customer data created by interpreting
  human gestures using mathematical algorithms,
  retailers can discover which customers are most
  likely to buy certain products. Know more about
  The Future of Touchless Customer Experience
  visit our blog here https//www.groupfio.com/zer
  o-ui-the-touchless-future-of-customer-experience/