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Presentation shared at the British Residence in Belgium during a User Experience seminar on 25 September 2014.
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Bridging the gap between human and digital experiences. Smart Concepts: building tomorrow’s business today!
By Emanuel Nuyts
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Stepping into the breach
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The gap between the fast & easy online world and the slow & depersonalized physical one has been increasing, while physical channels remain important
Source: Deloitte Multichannel Consumer Survey 2011
Use of mobile banking is
…however % of sales in Branches is 75,5%
…however % of sales in Stores is 82% (clothing) 95% (retail)
Use of e-shopping is
Source: EFMA study 2012
84% car buyers are influenced online …
…however the sale still happens inside the Dealership
Source: Deloitte Digital Automotive study Belgium 2014
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In order to provide a unique customer experience across multiple channels … … one will need to close the ever-increasing gap
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Chocolate is the answer!
Technology & Innovation
Trends Business Context
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From Smart Marketing to Smart Branch: follow the footsteps of your customers
Awareness
Stickiness
Conversion