INTERACTIVE CUSTOMER EXPERIENCE

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2 It s all about the customer experience. Great experiences keep customers coming back time and time again. Give your customers a wow experience and they will tell their friends and colleagues and share on social media. Sometimes those wow moments are little and sometimes they are completely captivating. Customers want to interact with you in many ways, whether it s in your store, on your website or on a mobile device. It s challenging to have a total view of the customer and provide them with a seamless experience. But when implemented correctly, technology can surprise and delight your customers. The Interactive Customer Experience (ICX) Summit will focus on what happens when a customer is in your venue and how to use technology to engage, excite and connect with them to ultimately serve them better. In this e-book, you ll get a preview of insights from some of our speakers, including: Ben Putland Eric Vazquez Paula Suarez George Burciaga We hope to see you on June in Chicago! David Drain Senior Vice President of Events at Networld Media Group 2

3 Brand Contributors [i]cell Interactive Inc Representatives from these organizations will present at the ICX Summit. These logos are not meant to represent any form of endorsement. 3

4 It is important to consider how the technology is being used to enhance a story, rather than be the story itself. BEN PUTLAND COO GRAND VISUAL 4

5 BEN PUTLAND COO GRAND VISUAL Technology must be used in way that is natural for a consumer to interact with. It is also important to consider how the technology is being used to enhance a story, rather than be the story itself. Smartphones have changed the ways that consumers can interact with digital out-of-home (DOOH). From being able to interact and manipulate content on DOOH screens from their phone to simply using them as means to access information on the go. Over the past 12 months we have implemented multiple campaigns which used Augmented Reality or Arduino Technology to really bring DOOH to life. In a campaign last November for Xbox we used AR to bring mutants to the streets of Melbourne, San Francisco and London. A campaign we are working on right now is using to use Arduino technology to help power a F1 Simulation experience. 5

6 I have learned that consumers with a natural sense of curiosity want to engage with technology. ERIC VAZQUEZ PROJECT MANAGER ENCORE EVENT TECHNOLOGIES 6

7 ERIC VAZQUEZ PROJECT MANAGER l ENCORE EVENT TECHNOLOGIES I have learned that consumers with a natural sense of curiosity want to engage with technology. Curiosity is a part of the human condition but as a provider of technology, I must continue to ask will this technology provide value to the consumer and if so, in what form and to what end. The proliferation of the smartphone has given Encore Event Technologies the opportunity to develop and introduce new ways for our clients to access information, share that information, and take that information with them into the physical world. I recently launched an interactive conference room for one of our clients. The results have been exceptional. There has been a high adoption rate of the hardware and software solutions, which is creating for the user a rich interactive collaborative experience throughout the room. Furthermore, by the time of the Summit in June 2015, I will have implemented an interactive digital ecosystem in one of the largest commercial buildings in the United States. I look forward to sharing that experience with the ICX 2015 attendees. 7

8 Consumers want to interact with technology, but that technology has to make sense. PAULA SUAREZ DIRECTOR OF SOFTWARE ANALYSIS AND DEVELOPMENT DICKEY S BARBECUE RESTAURANTS, INC. 8

9 PAULA SUAREZ DIRECTOR OF SOFTWARE ANALYSIS AND DEVELOPMENT DICKEY S BARBECUE RESTAURANTS, INC. Consumers want to interact with technology, but that technology has to make sense. It has to make sense for our business model: Creating/using technology that aligns with the business process in order to drive sales and build profits. And second, it has to make sense for our customers: Easy to use and it has to be an improvement over the previous process/experience. We are upgrading all of our stores with Cisco equipment in an effort to better support our stores. We are also providing a custom-made, restaurantgrade Android tablet that supports our operation and training initiatives. (This tablet will be for operational support behind the line.) And last, we will offer free customer Wi-Fi in all of our restaurants to begin the marketing data collation process. The proliferation of the smartphone provides an opportunity to share information and knowledge rapidly at the touch of a few buttons. If a customer is happy with the service and/or experience inside our restaurants, everyone (that he/she knows) will know. It is word of mouth in real-time! 9

10 Customers expect a personalized experience that surprises and delights them. GEORGE BURCIAGA OWNER & FOUNDER ELEVATE DIGITAL 10

11 GEORGE BURCIAGA OWNER & FOUNDER l ELEVATE DIGITAL Customers expect a personalized experience that surprises and delights them. Additionally, consumers are trending more toward a self-service experience. Most consumers will trade bits of information about themselves if they receive something like a photo, a discount or a personalized set of directions. They will continue to interact and tell us more about themselves if we continue to provide a valuable experience. Elevate will deploy its Citizen Mobility experience, which we can t describe in great detail yet. (Stay tuned) It will connect citizens to municipalities everywhere. This will further expand on IoT and the connected city concept by deploying Wi-Fi, city services, information, transit tracking, wayfinding and entertainment in strategic locations across cities. This concept will begin global rollout in However, we should have introduced our motion experience and other IoT experiences sooner! Why wait? 11

12 Want to learn more? Explore many of the technologies available to businesses - retail, hospitality, travel, restaurants, healthcare and more - for engaging customers. ICX SUMMIT JUNE 28-30, 2015 CHICAGO Register Today save 15% with coupon code I CX E B K1 5 12