Wearable technology is redefining the consumer experience and will change the way retailers engage with their customers. Worldwide spending on consumer wearable technology will hit $1.4 billion by the end of 2014 and $19 billion by 2018, according to a recent Juniper Research study.
Gartner has even predicted that by 2020 there will be 26 billion connected devices in the world – and that excludes phones, tablets and computers. A big piece of the pie will be wearables.
Smart watches and glasses are expected to become a “must have” for consumers over the next several years, and progressive retailers are preparing for an explosion in the market. Additionally, retail organizations are beginning to implement wearable technology to improve productivity and service across business processes.Here are 5 ways wearables will change customer service:
- Navigation - communicating with in-store beacons to lead the customer to the aisle or product set of greatest interest
- Shopping companion – mapping the customer journey at every point with personalized messages
- Omni-channel notifications – delivering an alert when an online order has been delivered
- Employee productivity – connected 24/7 to the corporate network, enabling employees to access critical information that allows them to do their job faster and better
- Real-time language translation –sales associates will be able to assist international clientele with real-time translation