Customer Experience Lifecycle

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Presentation made for the 2nd edition of Paris2.0, on March 2010.Marketers currently address very little touchpoints along the consumer experience lifecycle. Mobile internet with location-based or augmented reality services relying on smartphone sensors open many opportunities.

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Customer Experience Lifecycle.ppt

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MOBILE INTERNET : THE KEY TO ADRESS THE WHOLE CONSUMER EXPERIENCE LIFECYCLE

Source image http://www.ickr.com/photos/hotcherry/3048692971/

Technology push : the pieces are in place

User-centric interface

Multi-touch screen Applications

Mobile internet Localization Orientation

Content APIs

Image recognition

Digital rendering

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Use

Connect & sense

Deport in the cloud

UlyssCo 2010 BY-NC-SA

Customer Experience Lifecycle

Interest

Research

Purchase Use

Evaluate

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Awareness

Rating Sharing

Troubleshooting Tips

Training

POS Material Trial

Comparison Localization Itinerary

Recommandation Behavior Suggestion

Display advertising Recommandation

UlyssCo 2010 BY-NC-SA

3 mobile interfaces to toggle with

List The rst and still most widely used

Map Developped rapidly w/ Google Maps API

Augmented Reality Popularized with mobile browsers and cityguides Coming trend for AR games UX choices rapidly being set

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AR : opportuni8es beyond hype

Number of AR applications / uses exploded : When I started Augmented Planet (April 2009) there was about 3 augmented reality applications in

the appstore, this morning (Dec 11th 2009) there are 161, by the New Year Im sure we will have busted the 200 mark (Lester Madden, blog Augmented Planet)

Business goes beyong app development : Market growing from 6 million dollars in 2008 to more than 350 million dollars between now and

2014, with announcements having already been made about integrating advertising into browsing utilities which would make up a signicant part of the revenue from 2013-2014 once the technology

has been mastered (ABI Research) Mobile AR revenue in 2009 to hit $10 Million (Christine Perey, an ISMAR 2009 organizer)

Technology, oer and network are catching up : GPS and compass enabled mobile phones

Large touchable screens Open data APIs

Bandwidth for real-time video over-the-air feeds Games have only started to appear 5

UlyssCo 2010 BY-NC-SA

AR in search for more intui8ve UX

PC Webcam Marker

Mobile Markerless Geolocalization

Wearable 3D Immersive

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