I invested this week in Las Vegas at CES to check out out the newest and biggest technological know-how wonders, ranging from 3D printing, AI, and cryptocurrency online courses to drones, autonomous motor vehicles, dancing robots, and wearables. A whole lot of what I noticed has broad CX implications for accessibility, healthcare, and far more.
My target was on who will use all this tech: Will people today adopt this know-how? And if so: What will it all signify for purchaser expertise?
My acquire: Much of it possibly is nonetheless seeking for a real use situation or will not impact most consumers for a extensive time. But some of it is all set to influence client practical experience or travel innovation attempts now. In this article are my 4 crucial takeaways that companies must watch from a CX angle:
1. Robots are keen to assist — but aren’t client-ready (yet).
- Robots occur in lots of flavors . . . There were robots in just about every home — different in kind component from wheeled tablets (Temi Robot) to humanoid (way too a lot of to identify) to bipedal (Ubtech’s walker) and additional. They also varied in use situations — LG CLOi autonomously navigated, CRUZR robotic guided consumers close to mock aisles to in-stock items, and Ubtech’s Walker bipedal robotic fetched a beer, chips, and even an umbrella in a demo. Most noteworthy were being the advances in autonomous navigation, spatial tracking, voice capabilities, and inventory integration, all of which demonstrate promise with assisting consumers obtain data and guiding them via physical spaces.
- . . . but aren’t client-ready and will remain at the rear of the scenes for now. When many of the robots experienced welcoming faces, their essential advantage was their mobility — to make them more than kiosks. And cool characteristics lacked practical software — like the Walker robot that could fetch a beer, but extremely slowly but surely. Or the CRUZR that became overcome by the individuals it sensed all over it — and could not go. Robots are ready for functions, though: like the Tally — which can obtain knowledge to examine merchandise performance on the shelf. Or the a robotic uncovered in Eureka Park that promises to get 80 individual-several hours of stock auditing done in just 4 hrs.
2. “Smart” products are all over the place — various in intelligence.
- Quite a few “smart” solutions guarantee to strengthen the customer’s experience . . . We noticed smart safety cameras, locks, lights, mirrors, scales, stores, and even massage chairs, displaying that brands know technological innovation is a differentiator for items and companies. So a lot so that significant brand names like P&G created their very first look at CES this yr. Quite a few intelligent goods combine with Google and Amazon — which include Kitchen Aid’s Smart Show launching this year. Many others baked sensors into their products and solutions — like the BodyFriend and Lamborghini’s therapeutic massage chair that steps your ECG in actual time and personalizes massages around time. The meant customer profit: far better, a lot more personalized product use and each day-undertaking encounters.
- . . . but “smart” is typically a misnomer. While some solutions will learn and personalize solutions over time, quite a few generate the “smart” title even though digitization that does minor to proactively alter actions or offload human selections. Alternatively, the “smart” products’ main abilities of nowadays are to: 1) evaluate and keep an eye on — like the Withings pounds and BMI Wi-Fi scale that can exhibit buyers their weight adjust developments, 2) tell — the Withings scale will also exhibit a neighborhood weather forecast, 3) minimize actual physical exertion — Simplehuman’s wise mirror allows persons convert on tunes with voice and 4) automate the mundane — these kinds of as the Wagz Serve Smart Feeder that has integrated with Amazon Dashto replenish puppy food stuff when it senses that the amount of money remaining will go away your pup hungry.
3. Google is catching up in the Amazon vs. Google race
- Both equally touted partnerships, characteristics, and integrations . . . Even now comparatively new to CES, Google’s marketing at the function couldn’t be skipped — from the advertisements on the monorail and “Hey Google” symptoms all over the place to its have solution tour place, complete with a Disney-esque experience. But the race was even now neck and neck: Google and Amazon both equally had their own areas to showcase related product or service integrations, of which there are many. Amazon now has integrations with over 28,000 equipment. And each showcased examples of what you can check with Alexa or Google to do for you, tagging their connected items to reveal what they combine with.
- . . . but there’s continue to differention. Alexa was speedy to obtain sector share as an early mover — but Google is striving to capture up in equally internet marketing and capabilities. At CES, it declared Google Assistant Hook up, its rival to the Alexa Join package, as effectively as splashy abilities like its serious-time organic language translator. While Google caught a large amount of interest at CES, the jury is nonetheless out about whether it has a opportunity of successful. Amid exhibitors who had manufactured a choice, a single house product business experienced picked Amazon because of to its ease of integration, even though Kohler chose Google “for the very long game”…