FEBRUARY - 2022retailtechinsights.com8Picture this: You're passing a store when a notification pops up on your phone: 50% off shirts today only! You step into the shop, you pick two shirts and head to the dressing room. The reflection in the mirror--which uses augmented reality (AR) to help you quickly "try on" other recommended items (like a tie and pants to match)--looks sharp, even in a size too small. You use the store's app to scan the price tag and learn that not only is the shirt from a new designer who uses sustainable manufacturing practices, but your size can be shipped to your home for free. What's more, you can choose a custom embroidered monogram for just a few dollars more! Two days later, you get a package from your new favorite shop and are thoroughly delighted.Start to finish, the above customer experience (CX) feels magical. You get a notification of a great deal, which leads to a seamless, tech-enhanced process of shopping, fitting and shipping, with the product delivered straight to your home. Next-level CX made the decision to buy convenient, fun and satisfying.I recently talked to Lionesque Founder & CEO,Melissa Gonzalez about how technology can add magic to CX. "Technology can serve many purposes to enhance a customer's in-store experience from behind the scenes to front of house," she says. "The right tools can keep sales staff educated and positioned to best serve with surprise and delight - this will be everything from having a holistic view of a customer's history with the brand to their path of purchase in the moment."HOW NEW TECHNOLOGY WILL BRING MAGIC TO THE RETAIL CUSTOMER EXPERIENCEIn my opInIonBy Michael Colaneri, Vice President, Retail, Restaurant & Hospitality, AT&T BusinessMichael Colaneri
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