Looking back at the last 10 years, tracking the evolution of the different technologies has become quite challenging of a task; one reason why is the speed of said evolution, another could be the immense number of new tools, practices and technologies surfacing in a single month let alone a year or two. However, if this has to tell you anything, it’s the fact that the current generations are aiming at surpassing themselves in terms of achieving the impossible and in return leveraging the experience of living from the tiniest detail to the greatest.
When it comes to one thing that has definitely evolved in the past few years in human lives, it’s definitely the shopping experience. Since we’re now almost always online, our mere day-to-day interactions online produce an incredible amount of big data which, with the increasing power of computing, is used to make our experience, as customers, richer, more seamless, more entertaining and of course more fulfilling to our needs.
Imagining what the future could be like could appear to be easy from afar yet remains difficult because you never know what the next breakthrough is or where it is coming from. However, if the future is anywhere, it’s lying right in the palm of our hands, the smartphone. Think of all the things made easy by having your smartphone on you, countless, right?! Consumers are now engaging with brands on various channels through their mobile phones, be it social media with the brand itself or finding inspirations from influencers or with the brands’ e-commerce platform. The sheer number of clicks and actions a customer has to go through to go from engagement to purchase is still hindering. Brands have been reinventing the customer experience through mobile by distributing their online presence between e-commerce and mobile apps for more reach, all you have to do is scroll, but it is not yet enough, carts are still abandoned and needs are yet to be fulfilled in a better way.
We imagine a future with less friction and an even more seamless experience and we think the next 4 things are what will be taking our shopping experiences up a notch or a few in the next few years.
Machine Learning and AI
With the help of machine learning and AI, your desired product will find you not the opposite, since a unique experience is all about being personal, an experience tailored just for you, right? If you think online shopping still lacks the presence of someone there to turn to for inquiries and questions, chatbots are now developed and equipped with all the information anyone would need, ready to answer all your questions and might even take over the whole customer support as we know it.
Augmented & Virtual Realities
You will be able to find all the info and reviews you’d be searching for to determine whether you should purchase X or Y as you point your phone towards the product using AR experiences online or in-store. The lack of the sensory element in online shopping will be a thing of the past, overcome by creating engaging buying experiences using VR though which you can see the product, place it where it fits, try it on and customize it to your taste.
You won’t be afraid to share your personal information to make a purchase online because you won’t have to when you can present your unique digital fingerprint for authentication, reducing the number of steps needed to checkout and leading to higher conversion. Digital fingerprints will also be of great help in avoiding fraud in online transactions protecting both retailers and customers.
Online payment is still such a hurdle to many, right? Personalizing payments should come as a natural evolution to personalizing the whole shopping experience. Retailers will be providing means for customers to decide when and how much they’re willing to pay, gaining not only their loyalty but also the certainty to come back for more.
As a retailer, are you ready for the future? Are you ready to engage the customer on more than meets the eye? The survival in this game will be not only for the smartest, but also for the first and not necessarily the best anymore. Hop onto the train of the new first and you’re guaranteed a notice from a customer overwhelmed by choices yet holds the upper hand all the way and is always looking for only what calls their name.