Knowledge - Insights: Chair Reports

My Customer Engagement Summit Experience

I spoke about the future of the customer experience at the Engage Customer Summit last week. It was a real pleasure to be a part of the opening keynote session with Spencer Kelly from the BBC Click TV show ahead and Patrick Lewis, director of partnerships at John Lewis (notice the name), following my session.
First, I made the point that even predicting five years ahead is tough. It doesn’t sound like a long time, but look back 5 years and the customer experience was very different. When I went to Google Trends recently and checked on ‘omnichannel’ as a search term in Google I found that nobody was looking for this before early 2012, yet today it’s one of the key issues everyone is focused on.
As Spencer pointed out, there are many technologies changing the way that customers interact with brands. I listed several that I believe are starting to make an impact now and will develop further over the next few years:
Virtual reality; Facebook has invested in the Oculus Rift system so expect to see this technology becoming mainstream soon.
Augmented reality; Google Glass failed for aesthetic reasons -having a computer on your face doesn’t look good – so when Google improve the look for their device this will take off.
Wearable technology; fitness monitors are advising people on their health today and eventually wearables will replace our phones.

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Chair Report – Customer Engagement Summit 2015 – Mark Hillary

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