Innovation in Customer Experience is Crucial
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Innovation in Customer Experience is Crucial

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Innovation in Customer Experience is Crucial

Sujith Vasudevan, Managing Editor, 0

Whether a technology-based business solution or a consumer product, a mere product won’t cut it in the market. It’s been quite a while since the business realm started its spin around the consumer experience. Customers constantly want unique, holistic experiences regardless of the brand’s size. Indeed, global brands are responding well to this need too.

A few years ago, Nike introduced a new AR feature
called ‘Nike Fit’ in their e-Commerce app that allowed customers to measure the whole shape of both their feet and, in turn, find more accurately fitting shoes.This worked wonders for the company in reducing returns and exchanges.In India, Lenskart.com, the eye wear retailer, was one of the early entrants into the AR space, introducing ‘3D Try On’, a feature that shows you what a frame looks like on your face. Besides the obvious benefits of the tech advantage, something that worked well with these initiatives is that they elevated the product experience to another level.

However, it all starts from conceiving that fact that customer is still the king. Beyond AR and other technology interventions and providing personalized experiences using AI and Data Analytics, attention to detail could go a long way in delivering exceptional user experiences. From advanced cursor interactions to dark mode,micro interactions, clean user interfaces, gaming experiences, and responsive designs, little big things could make a whole world of difference to the user experience. Innovation is still the name of the game.