The future of customer engagement is frictionless
summary
Explains concrete ways organisations remove friction: digitise stores with edge vision to generate heatmaps and inventory signals using AWS Panorama Appliance, add app-driven click‑to‑fit rooms and curbside workflows, and embed voice (Amazon Fresh Alexa) and Amazon Connect for omnichannel service. Gives measured results: customer service metrics improve—call transfers down from 1 in 5 to 1 in 20, 10% higher first‑contact resolution and two‑minute lower handle time. Cites adoption rates and buyer behavior like 77% of B2B decision-makers open to self‑service purchases over $50,000.
AI-written summary · about
chapters (25)
- 0:00Introduction and welcome
- 1:39Defining frictionless engagement
- 3:24SOK Finland app example
- 4:05Three ways to accelerate frictionless
- 4:26Unified commerce explained
- 6:12Grey armchair VR demo
- 7:14Digitising retail stores
- 9:00Smart displays and revenue
- 9:20Apparel store use case
- 10:44Frictionless checkout solutions
- 11:05AI and ML foundations
- 11:30AWS Panorama Appliance demo
- 12:12Customer service challenges
- 12:55Vodafone NZ customer service
- 14:00Amazon Fresh voice assistant
- 14:42Petco curbside pickup
- 15:22Immersive experiences overview
- 16:25Product visualisation tech
- 17:29Amazon Live interactive video
- 18:11Consumer customer expectations
- 19:36B2B customer engagement
- 20:39Where to from here
- 21:01McKinsey digital transformation study
- 22:51Tech-savvy executive leadership
- 23:55Summary and call to action
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