How wearable technology could enhance the customer experience

Published on 10 July 2014 by in Latest News

According to IHS research, 50 million units of wearable technology are expected to be sold in 2014 alone, with the wearable market already growing at a rate five times faster than the smartphone revolution. With the 12th Wearable Technology conference this week in San Francisco, numero investigates the huge potential that wearable technology is creating for customer experiences in retail.

iStock 000019937684 Small How wearable technology could enhance the customer experience As wearable technology evolves and initial limitations are overcome, numero believes there are huge opportunities to enhance the customer experience, especially for retailers.  Gartner, the world’s leading information technology research company, has predicted that by 2020, there will be 26 billion connected devices in the world excluding phones, tablets and computers.

The evolution of standard devices into wearable technology will change the way we define and use everyday objects, which in turn will transform customer experience. If routine activities become influenced by Internet enabled devices, even a simple trip to the shops could have the potential to become a personalised encounter involving promotions specific to each customer’s demands.

iStock 000026169260 Small How wearable technology could enhance the customer experienceSmart watches are a perfect example of how wearable technology could enhance the customer experience, as they provide a platform to deliver notifications to consumers while they shop and are always close at hand. The whole experience in store would be enhanced, and defined by the retailer using existing knowledge about the consumer to create real-time offers, tailored to their preferences based on data on their past purchases, location and recent searches.

Moreover, these devices could also offer further services for consumers, such as the option to locate products in-store, scan items for further information or order out-of-stock items for home delivery.

Until consumer adoption becomes more mainstream for wearable devices though, retailers must look for ways in which they can personalise the experience for their customers through existing channels, including mobile.

 

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