Do you find it amazing or frightening to know that it is not possible to determine whether this is true or not? In recent years there have been remarkable advancements in technology. We are on the cusp of a new era, with artificial intelligence, virtual reality, metaverse, big data, and other cutting-edge technologies beginning to transform the way we live. They are also having a major impact on businesses, accelerating change in every industry. Even though it seems to be hard and costly at first, businesses that invest in them are seeing significantly greater returns than those that don’t. This transformation can have many benefits for the companies, for example by reducing the time spent on operational activities. Artificial intelligence can be used to automate routine processes and tasks and reduce human error, while virtual and augmented reality can create immersive experiences. The metaverse, for instance, is a new frontier for businesses. This burgeoning virtual world is full of new opportunities for companies to engage with their customers and employees. As the consumers are embracing these new technologies and becoming increasingly immersed in brand experiences across devices, the commerce market is being especially impacted. These technological advancements are creating a revolution in commerce that will forever change the way we shop from both online and offline channels. The lines of distinction between online and offline are blurring in the digital world. The merger of physical and digital experiences, known as “phygital”, reduces the friction between real-world shopping experiences and e-commerce. New virtual and augmented experiences are being designed to meet customer needs in the most effective way. Moreover, this new world of Phygital Commerce also exposes consumers to more brands, products, and services than ever before. The abundance of digital devices, apps, and social media has created an ecosystem that continues to innovate at a rapid pace. As a result, customers have more choices than ever before when it comes to where they spend their money, and competing for their attention can be an increasingly complex challenge. Therefore, the personalization of the customer experience has stood out as a major differential. According to research by McKinsey & Company, 71% of consumers expect businesses to deliver personalized interactions. And 76% are frustrated when it doesn’t happen. But delivering a customer experience that delights and engages consumers requires technology, data, and resources to design, deliver and monitor. Digiu Digital Group can provide your company with the right technologies and tools for this. For more than 16 years our experts have been helping businesses to automate and modernize their processes, and to build their strategic capabilities focused on customer experience. If you need to develop a solution that requires forward-thinking, agile teams and a partner with real expertise, then give us a call! What does the future hold for these new technologies? What innovations will we see in the years to come? Only time will tell, but one thing is for sure: the world is changing, and technology is leading the way. Did you like this article? Like, comment, and share with your friends 😉
Imagine walking into a store completely designed and customized for you, with detailed lighting and visual aesthetics complementing each piece of clothing you try on. Or being able to test how a new piece of furniture would look in your home before buying it. And the best thing is that there would be no shipping costs or delivery time, you could do everything from the comfort of your home – everything would be virtual. The metaverse, a highly immersive virtual world that seemed a futuristic utopia, has left the pages of science fiction books and become a reality with a predicted $800 billion market opportunity by 2024, according to Bloomberg Intelligence. While the internet is generally seen as a place to buy items or consume information, the Metaverse is all about experiences, taking part in activities such as games, social interaction, learning, training, and exploring virtual spaces. It is still in the early stages but we are beginning to see glimpses of the future and how it will look and feel to shop on web 3.0. Its emergence, along with artificial intelligence, social commerce, augmented reality (AR) and virtual reality (VR), cryptocurrency, and Non-Fungible Tokens (NFTs), is already impacting brand strategies. For instance, several companies have launched AR and VR applications to help buyers test and shop their products, providing “phygital” experiences. This has led to some great results for brands like the e-commerce company eBay, which created an entire department store through Virtual Reality, where users can wear the glasses and visit the environment, customizing the products to meet their interests. Some major companies have already begun capitalizing on Metaverse through advertised placements such as virtual billboards but also developing experiences. Coca-Cola, for example, launched the Coca-Cola Zero Sugar Byte. The product already existed in the virtual universe and the company decided to bring it also to the physical world in a limited edition. The cans offered Augmented Reality (AR) and gaming experiences. Luxury brands are also taking advantage of this new trend and seem to have been the pioneers of marketing actions in the metaverse, especially for games. Balenciaga developed four virtual outfits that could wear avatars in the online game Fortnite. However, the company was not restricted to the virtual. The brand took the opportunity to launch a physical collection based on the game that included pieces such as hoodies and hats. To enter the metaverse, in 2021 Nike announced the purchase of RTFKT, a company that manufactures digital sneakers using NFT (non-fungible tokens), blockchain authentication, and augmented reality. The goal was to be able to connect its physical sneakers to the digital versions. In addition, Nike has also launched its virtual world on the online video game platform Roblox, Nikeland. Ralph Lauren has also created a digital environment within the Roblox platform. Named Winter Scape, the experience area features ice skating and allows visitors to buy clothes. The space had more than 1 million visitors. It has been proven that these new technologies can be a very effective way to engage with customers. By leveraging the technology of the metaverse, especially the complete freedom from physical boundaries, businesses can extend their presence and engage with customers. Due to the proliferation of these new shopping and payment experiences, and an active community of new entrants (especially Gen Z, that generally prefers digital shopping and digital experiences), the future of e-commerce presents a lot of possibilities but also a big challenge for businesses: How do you get your customers’ attention when they are being exposed to so many brands, products, and services and in so many devices, apps, and social media? This abundance of channels has created an ecosystem in which, to remain competitive, companies will have to be increasingly customer-centric and focused on hyper-personalization and customer experience.
What is SAP? SAP is a business software company, recognized as the world’s largest provider of enterprise applications. Its portfolio offers end to end solutions to cover all of its clients’ business requirements, whether it is accounting, sales, production, HR, finance or e-commerce, in an integrated environment, with data from each module stored in a central database. Founded in 1972 the company was initially called System Analysis Program Development (from the German Systemanalyse Programmentwicklung), later abbreviated to SAP. Since then, it has become a multinational enterprise with more than 100,000 employees, 440,000 customers in 180 countries. Also, it has more than 100 solutions covering all business functions, and the largest cloud portfolio of any provider. SAP enables customers to run better and make smarter decisions by providing solutions that help companies manage their entire business. Why do the world’s largest companies use SAP? As companies get more technologically advanced and grow larger, they need a way to manage their processes and keep track of all of their business transactions. This can easily lead to chaos and massive amounts of data being lost or misplaced. That’s where SAP’s solutions come in! It is the world’s most trusted business software company and is widely used by businesses of all sizes, in all industries and from all around the world. They delivers powerful analytics and innovative business intelligence tools to help professionals make smarter decisions faster and grow their businesses. There are many reasons why big companies choose SAP solutions, including the company’s long history and its global reach. Besides that, it has a very complete portfolio that can handle the vast majority of a company’s business processes. But one of the main reasons enterprises go with SAP is because of its scalability. SAP’s products are designed to grow with a company. As a company expands its operations and adds new employees, it can easily add more licenses for SAP products. This scalability is essential for large enterprises that need to maintain their systems as they grow. In addition, they offers a wide range of services and support options for its enterprise customers. This includes everything from implementation and integration services to training and support. Enterprises can be confident that they will have access to the resources they need to run SAP products successfully. Ultimately, enterprises choose SAP because it is a proven and trusted solution that can help them drive growth and success. The benefits of SAP 1. Efficiency and productivity gains products are designed to streamline business processes and make organizations more efficient. This leads to increased productivity and profitability. 2. Improved decision making allows companies to consolidate all of their data into one place and make it accessible to all users so that they can make better informed decisions with access to real-time information. This leads to improved business performance. 3. Reduced costs Can help businesses save money by automating tasks and reducing the need for manual intervention. This leads to reduced operating costs and increased savings. 4. Increased customer satisfaction Helps businesses improve their customer service levels by providing them with the tools and information they need to deliver a better experience. This leads to happier customers and repeats business. 5. Global reach Gives businesses the ability to reach customers around the world through an integrated global network. This leads to greater international expansion opportunities. 6. Improved planning and forecasting enables companies to identify trends and formulate accurate forecasts, which is important for business planning. 7. Enhanced security Provides companies with a reliable framework that can be used to securely transmit sensitive data. 8. Highly customizable solutions are highly customizable to the needs and demands of each business and industry. As already mentioned SAP has a lot of different solutions for all business processes, like enterprise resource planning (ERP), supply chain management, expense management, finance, and human capital. Let’s highlight their’s customer experience solutions, which Digiu Digital is a specialist in. SAP Customer Experience Solutions – C/4HANA Over the years, the company has created a fully integrated ecosystem for e-Commerce businesses consisting of numerous modules, products, and solutions that are both out of the box and customizable. That makes SAP a commerce market giant who can offer anything you need to interact with your customers, from their first contact with your brand through to the moment of purchase and after-sales support. Having incorporated microservices and machine learning, the company has made a huge leap forward in providing advanced real-time customer engagement. It has created solutions that transform the traditional way of selling products and services: it is not about pure transactions anymore but about long-term relationships. In a traditional CRM sales, marketing and customer service department modules function separately, but on SAP CX, formerly known as SAP C/4HANA, all the individual cloud services — SAP Commerce Cloud, SAP Customer Data Cloud, SAP Sales Cloud, SAP Service Cloud, and SAP Marketing Cloud — are unified and work as one so that each participant is automatically notified of all business activities. The right combination of SAP CX components can help ensure that a business gets a faster return on investment in customer experience. Would you like to learn more about SAP Solutions and how to implement it in your business? Give us a call. Our approach is simple: We work with our customers to understand their needs and partner with them to build solutions that help run the business better and grow profitably. Our clients have all their SAP needs met in a single partner – from the acquisition, license, development, implementation, digital agency, and support – which brings more security and practicality during operations.
You know the importance of good customer service, but do you have what it takes to measure its effectiveness? It’s more important than ever before to do so. According to a 2016 report by NewVoiceMedia, one of the Global Leaders in Cloud-Based Contact Centers and Inside Sales Solution, 94% of customers would take their business elsewhere after just one bad experience with customer service. Some other stats: A key aspect in ensuring that all the interactions with the customers are positive is creating a strategy for measuring and improving your service. Here’s how to start at your organization: – Have the right tools in place.If you don’t have an easy way to access and analyze data from the interactions with your clients, it’ll be difficult for your team to get a full picture or make meaningful improvements. – Determine what constitutes a good customer service.The phrase “good customer service,” unfortunately, means different things depending on whom you ask. To avoid confusion, work with your team to agree on specific metrics that can be measured and compared over time (ex., average time per call). This will allow you to pinpoint where there may be room for improvement. – Identify gaps in your process— and fix them!Once you have an objective method of measuring performance and a clearer understanding of what makes up great customer service, it’s much easier to identify potential lapses in quality. For example: Are most customers rating their interactions highly? Is there a correlation between shorter average handle times per call and happier customers? Ask yourself these questions often as you gather more data points using the tools at your disposal. A powerful platform that brings solutions to all those topics is SAP Commerce. It helps companies save time, reduce complexity, and connect with customers across different channels, which further helps in achieving excellent customer experience. Digiu Digital is a leading provider of SAP Solutions. For more than 20 years, our technology experts have been helping businesses to automate and modernize their processes, and to build their strategic capabilities focused on customer experience.