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FuturistU > Innovation & Change > Culture of Innovation > Module 3 / 5

Customer Obsession

Instructor: Jeremy Gutsche
Breakthrough ideas and disruptive innovation stem from a deep understanding of the customer. Regardless of what you are trying to communicate, there is a continuum of impact based on how you convey your message based on how well it connects to consumer culture.

In this module, you will learn to do just that. A cultural connection is empowering. It aligns with the soul of one’s identity and beliefs. The goal is to enable you to not just speak to your customes, but with them.
Workshop Questions:
1. What does your customer actually purchase from you?
2. What is their end objective? Push harder; what is it, really? Why?
View Innovation Webinars

Insights by Trend Hunter AI

Wallet Loyalty
Brands are launching loyalty programs available on Apple and Google Wallet
Trend - Wallet loyalty programs are gaining prominence as consumers show increasing reluctance to download multiple apps for brand engagements. Brands are offering loyalty cards through Apple Wallet and Google Wallet as a seamless way to integrate loyalty cards directly into consumer smartphones.
Workshop Question - How can your brand provide a seamless and convenient experience for your customers?
5.8
Score
Popularity
Activity
Freshness
Patterns
Megatrends
Finance Bot
Generative AI is being used to simplify financial planning and literacy
Trend - Artificial intelligence is being used improve financial literacy and planning tools--compiling relevant information communicated in a way that's accessible to users. These AI assistants create a more customized and accessible experience than automated customer service tech allows.
Workshop Question - How could AI help your brand better communicate with its customers or users?
6
Score
Popularity
Activity
Freshness
Patterns
Megatrends
P2P Return
E-commerce marketplaces are facilitating direct peer-to-peer returns for efficiency
Trend - E-commerce networks are implementing peer-to-peer (P2P) returns networks that directly connect returned products to consumers purchasing used or previously-owned products. These systems save on items being shipped twice, saving both money and environmental impact for the parties involved.
Workshop Question - How could your brand leverage peer-to-peer systems to improve aspects of its business?
5.8
Score
Popularity
Activity
Freshness
Patterns
Megatrends
AI Touchpoint
Foodservice brands use assistive AI tech to improve customer touchpoints
Trend - Balancing the benefits of both AI assistance and face-to-face customer service interactions, F&B brands are improving efficiency with AI chatbots and assistants across smaller touchpoints in the customer journey--including virtual and phoned delivery inquiries and drive-thru ordering.
Workshop Question - In what area/s could your brand's customer journey be improved by AI assistants?
6.2
Score
Popularity
Activity
Freshness
Patterns
Megatrends
Automated Reachout
AI-powered companies offer tools that automate email and mobile outreach
Trend - Brands are launching platforms that automate media and customer outreach campaigns with AI. These platforms streamline lead detection, determine the optimal method to reach out, and send the message at an effective time. These enable AI marketing for brands without technical backgrounds.
Workshop Question - How could your brand leverage AI-powered marketing to free workers' time for more complex tasks?
6
Score
Popularity
Activity
Freshness
Patterns
Megatrends
AI Support
Businesses are incorporating AI chatbots for instant customer service at scale
Trend - Businesses are moving customer service units toward artificial intelligence. AI chatbots for customer service have complete knowledge of any trained dataset, and can deliver instant answers to any related question to any number of customers at a time. This scalability saves money for the business and time for the consumer.
Workshop Question - How can your brand utilize trained AI chatbots to improve the online shopping experience, or post-sale support experience, for customers?
6.8
Score
Popularity
Activity
Freshness
Patterns
Megatrends
Communicative Delivery
Customer service is made easier with communicative delivery platforms
Trend - B2B delivery platforms are prioritizing communication to enhance the delivery process for businesses and their customers. This approach ensures frequent updates and quick responses using both automation and reps--balancing efficiency with a more "human" approach to customer service.
Workshop Question - In what areas could your brand improve its customer service experience to build trust and brand loyalty?
6
Score
Popularity
Activity
Freshness
Patterns
Megatrends
Shoppable TV
Streamers introduce interactive ads to shorten the gap between content and checkout
Trend - Streamers are experimenting with Connected TV technology (CTV), which leverages QR codes, content overlays, and second-screen prompts to allow viewers to instantaneously shop the products that they see on screen. This includes products seen in commercials as well as those featured in actual shows.
Workshop Question - How could your brand take advantage of innovative advertising tactics, like those introduced by Connected TV technology?
4.7
Score
Popularity
Activity
Freshness
Patterns
Megatrends
SMS Support
Text-based customer support services prioritize convenience and quick communication
Trend - Traditional forms of customer support like going in-store or calling in and being put on hold are slowly being pushed aside for more modern, convenient options. Now, SMS-based customer support programs offer quicker service that requires less patience from both parties.
Workshop Question - How could your brand reduce friction in the customer service journey?
3.5
Score
Popularity
Activity
Freshness
Patterns
Megatrends
Metaverse Support
The customer service experience will become more immersive through the metaverse
Trend - As the metaverse expands, customer service in the metaverse is becoming a recognized innovation that can create more valuable support experiences. Brands in this space are already finding ways to better engage with customers that foster mutual empathy and more efficient processes.
Workshop Question - How could your brand use the metaverse to enhance its customer support services?
4.3
Score
Popularity
Activity
Freshness
Patterns
Megatrends