High-Tech Touchpoints Are Changing Customer Experience
by Karen Lellouche Tordjman and Marco Bertini
We see three opportunities for business leaders who want to enhance their companies’ CX and drive greater satisfaction. First, focus on frictionless commerce. Second, consider augmented experiences. Finally, emphasize intuitive interactions.
Apple launched the iPod in 2001 with the mission of “putting 1,000 songs in your pocket.” Fast forward two decades, and L’Oreal is taking a step toward transforming cosmetics by enabling women to carry 1,000 shades of lipstick in their purse. The key is a connected device that prints lipstick for its Yves Saint Laurent line. Customers upload a photo of their outfit to the YSL app, which generates a few colors to match. After using augmented reality to finetune the colors to get exactly the shade they desire, the customer presses a button, and the device prints a few drops of the lipstick.
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