Digital Changes Customers Will Experience By 2020

Digital Changes Customers Will Experience By 2020

Posted on Posted in Brand, Future

Interactive shops

In 2020, physical shops will be slightly different from what we know now. Shopping will become sexier. We will experience things like receiving offer alerts when entering a store or finding the items we are looking for thanks to digital assistants, sensors, beacons and touch screens.

As an example of what a 2020 store might look like: when shopping for a coat and trying it, we will use augmented reality (AR) mirrors to see other different colours or similar items to the one we’re trying. 

Personalised Shopping

Companies will collect great amounts of data from customers’ digital devices in 2020;  allowing them to create a detailed profile of their customers.

Customers will still control the details they want to share and companies will respect that in order to maintain their clients’ fidelity. But we can already say that privacy is going to be an important topic in 2020.

Products will be more specific for customer needs. Mobile devices will include features to give instant feedback to developers about which features are most and least popular. This information will make possible to adapt the product to the liking of its potential market.

Digital Assistance

Humans will always be needed, but by 2020, digital assistants will take care of basic customer service. A preview of that are devices like Alexa, Siri, Cortana or Google Assistant. But these devices are on the early stages of how digital assistance will be in the near future.

Digital assistants will evolve from today’s simple questions into helpful and useful conversational tools that will provide us with informed answers to make our lives easier.


Virtual Reality: A new shopping experience

Thanks to VR shopping will become an experience where retail giants will give a more personalised attendance to each customer through services like virtual closets or virtual stores. This technology will provide a completely immersive customer experience. 

Virtual reality headsets will have a definitive presence in the living room by 2020. Consumers will use them for walking through virtual stores from the comfort of their couch. By including this technology the whole shopping experience will be fully adapted to the preferences of individual customers. 


A new level of delivery

Having all sorts of products delivered to our homes is a reality by 2017. But by 2020 this option will be quicker and more efficient. Companies are experimenting with drone delivery making the 48h wait no longer a thing.

This is something that is yet on its early stages and the drone industry has a few obstacles to deal with. Nevertheless, strong companies such as Amazon are working on this new way of delivery. Obstacles aside, this technology is a promising one not only in terms of efficient delivery but also in terms of environmental health and storage space.


Crowdsourced design

By 2020, crowdsourced design will be a common approach to product life cycles. Customers will be actively involved in the design of products by giving constant insight so that companies can create what customers really asks for.

Customer and brand will be more closely aligned than ever before. Thanks to modern technology, customers will be able to give instant feedback and be involved in the creation and modifications of a product. This will result in products meeting specific target audience requirements.


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