Customers are using emerging technologies to transform the ways in which they interact with retailers. Retail CIOs must help the business understand how the convergence of these technologies can be used to deliver delightfully disruptive customer experiences. My recent research highlights an approach for discovery that we call “delightfully disruptive”.
What does a “delightfully disruptive” use case look like? A delightfully disruptive use case is a narrative that describes a new, differentiating, customer-centric experience. It is, in effect, a framework that can help provide context for choosing appropriate technologies and directing those technologies toward the right customer audience.
Automatically identify when a known customer is in transit to the store for a scheduled pickup of a click-and-collect order. Include various checkpoints to ensure that the order is collected and available for pickup by the time the customer arrives in the parking lot. Use a virtual display to guide the customer to the correct pickup area. Identify the customer by name as he or she pulls up to the click-and-collect area. Deliver customer’s order without human intervention.
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