High-Tech Touchpoints Are Changing Customer Experience | Harvard Business Review
The future of customer engagement lies in advanced technologies and customer touchpoints that create powerful customer experiences and boost satisfaction, as demonstrated by L’Oreal’s connected device for printing lipstick and Alibaba’s Freshippo chain of automated grocery stores.
L’Oreal has developed a connected device that prints lipstick for its Yves Saint Laurent line, enabling women to carry 1,000 shades of lipstick in their purses. Customers upload a photo of their outfit to the YSL app, which generates a few colors to match. The customer can then use augmented reality to finetune the colors and press a button, and the device prints a few drops of lipstick. This innovation reflects a deeper understanding of how the intersections of advanced technologies and customer touchpoints are creating powerful customer experiences that boost satisfaction. Business leaders can enhance their customer experiences by focusing on frictionless commerce, augmented experiences, and intuitive interactions while strengthening their data architecture and AI and adapting their go-to-market plan.