Customer Experience

The retail world in recent decades has strongly changed due to the digital revolution that has radically changed customer behavior.

The way customers make their purchases now is strongly evolving thanks to the multiplication of touchpoints with the brand, whether they be online or offline.

The role of the store therefore has lost its centrality by becoming a chain of contact points between the brand and the customer.

In this perspective, the increasingly connected customer has developed new needs and their centrality becomes more and more important. The customer experience is at the center of the purchasing process, both online and in the physical store.

We are therefore experiencing a new phase, called Retail 4.0 in which the IoT is offering innovative technologies to use data in favor of a multichannel (or omnichannel) distribution. This allows you to align yourself alongside the evolution of consumers, who live an analogical and digital life. The consumer 4.0 buys online and picks up in store or chooses in store and receives the goods at home.

To keep up with the evolution and expectations of customers, even shops are becoming Smart, increasingly connected and communicating, offering customers solutions to consult online information: totems, tablets, interactive walls, but also solutions that allow you to acquire information and better manage the relationship with the customer.

RFID technology is a real ally for customer experience as it helps to offer customers custom purchasing experiences, giving them the guarantee of always having what they need in stock.

This serves to reduce costs but also to sell to increasingly satisfied customers fully contented in their individual needs. In the retail sector, what makes the difference is being able to have the right product at the right time for the right customer.

A concrete example of the application of RFID technology in favor of Customer Experience is the "smart dressing rooms".

Smart dressing rooms can provide custom suggestions, such as informing the customer of the availability of sizes of the garment that they are wearing, but also providing suggestions on clothing based on the objects that they have already brought to the dressing rooms or showing customers how a dress would look in another color.

Another advantage of smart dressing rooms is the ability to trace which objects go in and then come out of the dressing rooms, using this information to understand if some articles are often tried but rarely purchased. All of this is useful information that can help you make intelligent and optimized decisions.