What is the long term outlook for customer engagement in the wake of pandemic?
Thank you storm contributors
  • Tina Dejan Tina Dejan
  • Molly Anglin Molly Anglin
  • Ariane Caviedes Ariane Caviedes
  • Greg Schwartz Greg Schwartz
  • Jeremy Duimstra Jeremy Duimstra
  • Lindsey Harris Lindsey Harris
  • Matthew Morey Matthew Morey
  • Benoit Liard Benoit Liard
  • Hayley Sikora Hayley Sikora
  • Marco Bar Goria Marco Bar Goria
  • Jonathan Smith Jonathan Smith
  • Chris Harris Chris Harris
  • Pontus Persson Pontus Persson
  • Tobias Mauel Tobias Mauel
  • Masoud Safari Masoud Safari
  • Daniel Grisby Daniel Grisby
  • Bjorn Kruggel Bjorn Kruggel
  • Mykel Brisson Mykel Brisson
  • Roxana Brongo Roxana Brongo
  • Svante Nilson Svante Nilson
  • Daniel Morris Daniel Morris
  • Danielle Burchinal Danielle Burchinal
  • Tizzy Philp Tizzy Philp
  • Jason Alderman Jason Alderman
  • Timothy Johnson Timothy Johnson
  • Trenton Waller Trenton Waller
  • Jason Wilson Jason Wilson
  • Michelle Lefebvre Michelle Lefebvre
  • Casey Ochinang Casey Ochinang
  • Camille Rubeillon Camille Rubeillon
  • Bennet Uk Bennet Uk
  • Alex Olivier Alex Olivier
  • Paul Varlet Paul Varlet
  • Eva Spälti Eva Spälti
Tomorrow

The World of Tomorrow

Introduction
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Futures thinking is always uncertain. Therefore, we have aimed not to predict the future but to identify and explore different possible futures so that a path to preferable futures can be charted.

We have explored two divergent paths and the many possible opportunities for brands to excel within each by imagining, visualizing, and in some cases even prototyping new ways for brands to engage customers in these future scenarios.

- Lindsey Harris, Experimentation Lab Director
Scenarios

Step into the future with us

In Store Retail Grows

How does customer engagement change in this world?

As vaccines get distributed around the world and consumers begin to venture outside of their homes, we are starting to see the light at the end of the tunnel for in-store shopping. After a year spent in isolation, many consumers have more in their savings accountsxlv and are looking to spend on the experiences and products they have been deprived of. But what will the in-store shopping experience look like in this new world?

In Store Retail Grows

The Next Evolution of the Store

Stores have a proven track record for adaptation. Now, due to recent events, they are primed to take the next giant leap forward. Soon they will be powered by the highest-levels of machine learning, pulling from hundreds of customer behavior data points, to create dynamic and highly personalized experiences for shoppers.

How can brands put users at the center of the in-store experience to create a lasting dialogue?

The Next Evolution of the Store

The Hybrid Concierge

As we head back out into the “new normal”, the lines between in-store and online shopping will continue to blur. Data will be gathered and shared across channels, allowing both human and AI sales consultants to provide hyper-personalized recommendations in real-time, both online and in-store. This provides a unique opportunity to deliver next-level service and build customer loyalty.

How can brands continuously understand their customers and serve up content that meets their needs across channels?

The Hybrid Concierge

The Reimagined Interface

Touch-free interfaces are increasingly becoming consumers’ preferred method of digital interaction in public spaces. With this rapid emergence across industries, companies that leverage fully contactless experiences, including mixed reality, touchless technology, voice and gesture control, will proactively differentiate themselves for both their customers and their employees.

How can brands reimagine their touchpoints to meet consumers’ health and safety needs?

The Reimagined Interface

Rich and Immersive Brand Experiences

Going forward, physical stores will re-enter the customer journey in new ways, supporting new consumer habits that have been born in quarantine. The purpose of the physical store will transition from a place that offers inventory and transactions to a place that connects the consumer with novelty and community.

How can brands draw consumers back into their stores by offering engaging experiences that offer novelty and create human connections?

Rich and Immersive Brand Experiences

In Store Retail Declines

How does customer engagement change in this world?

Brick-and-mortar stores are still not quite out of the woods. Economic impacts of the pandemic, lingering safety concerns, and new consumer habits may signal that crowded stores are becoming a thing of the past. In a world where in-store shopping continues its decline and online experiences become the primary shopping method, what will the shopping journey look like?

In Store Retail Declines

Small Footprint, Big Impact

In this scenario, brick-and-mortar stores will need to be re-imagined. Physical stores and malls will continue to close and brands will continue to reduce their store footprint and repurpose their spaces. Stores will take on new forms, including rotating pop-ups, fulfillment centers, and small digital-physical showrooms that act as an introduction to the brand and direct users to e-commerce channels to make purchases.

How can brands make a big impact with a smaller store footprint?

Small Footprint, Big Impact

Bringing E-Commerce to Life

In this new world of fewer stores, brands will need to find new ways to reach consumers outside of their homes, using QR codes, RFID systems, AR, and VR. As the digital and physical worlds continue to mix, there is an opportunity for brands to turn the world into their stores.

What are some new ways that brands can reach consumers where they are at, turning the world around them into the store?

Bringing E-Commerce to Life

Explore

Bringing Key In-Store Drivers Online

As e-commerce sales grow and take an increasingly larger part of overall B2C sales, getting the online shopping experience right will be even more important. Service, guidance and trust will have to shift from physical to digital touchpoints. Visualizing products and enabling product trial and consultation using new technologies will be more important than ever.

How can brands bring the magic of the in-store experience to their consumers online?

Bringing Key In-Store Drivers Online

Rich and Immersive Brand Experiences

With the entire world of e-commerce at consumers’ fingertips, it is getting harder and harder to capture their complete and lasting attention. Brands can stand out from the crowd by adopting a new mantra: not every interaction needs to be a transaction. Delivering unique experiences ultimately generate a following that can lead to long-term success.

How can brands build an online environment that stands out from the crowd?

Rich and Immersive Brand Experiences

Full Storm Report

Get access to the Future of Customer Engagement Post-Pandemic report and our event recording that is available here for you to enjoy at your convenience.

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Full Storm Report