Customer and Digital Experience Excellence

A research and publication project by img and the University of Mannheim

 
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Most recent contributions

 

Own publications

Blog
The 11 most important consumer trends for an excellent customer journey
The 11 most important consumer trends for an excellent customer journey

Even though the pandemic has accelerated these 11 trends named by Josh Howarth, they are still on a growth trajectory. What connects and drives most of them is technology. Especially in the areas of fintech (digital wallets), social media (social shopping) and augmented reality (VR/AR shopping). Those who want to differentiate themselves from the competition with an excellent customer journey and increase their sales will find new potential in these trends.

How L'Oréal uses augmented reality for an excellent customer experience
How L'Oréal uses augmented reality for an excellent customer experience

One technology that can serve the need to try products virtually is augmented reality. Here, additional information or features are added to the real world.

Why physical brand experiences are essential in the digital age
Why physical brand experiences are essential in the digital age

The way we live and work has changed dramatically in the wake of the pandemic. We have increasingly moved away from physical spaces to digital ones. These may currently seem more effective and productive to us, but the very element of magic that happens when people (and brands) come together in real life is missing.

Third-Party-Content

Third Party Research & Articles Blog
The Value of Experience
The Value of Experience

People and businesses worldwide face serious change and uncertainty in many aspects of their life, due to Covid-19. Focusing on customer needs and thereby delivering excellent customer experiences became a major factor.

 
 

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