In the world of CX, the only constant is change. Priorities and customer demands are constantly changing, as is technology and the market. Successful companies continually innovate to stay ahead of the competition and deliver great, relevant experiences to customers.
Here are 20 new examples of CX innovation in action:
1 . Prose automates custom beauty product order fulfillment
Beauty brand Prose combines data-driven ultra-personalization and automated fulfillment technology to scale personalized products and reduce environmental waste. Unique profiles with 135 data points for each customer help Prose refine its more than 50 billion product formulas. Prose’s automated execution machine reprograms itself after each bottle to create more accurate custom products at scale without wasting plastic or product.
2 . Walmart lets shoppers choose a model that looks like them
In a big step towards personalization, Walmart recently unveiled Choose My Model, which lets online shoppers view clothes on a model that matches their body type and skin tone. The program currently has 50 models with plans for expansion. When customers see clothes on someone who looks like them, they can shop more confidently.
3 . Bollé customers try on sunglasses on Instagram
By using augmented reality on Instagram, Bollé customers get the full experience of wearing sunglasses, virtually. Customers can see themselves wearing a virtual version of the sunglasses, then flip the camera to see what the world looks like with different types of lenses. The goal is to test the sunglasses in real environments rather than just trying them on in a retail store.
4 . Super subscription service takes the stress out of home maintenance
Maintaining a home can be overwhelming, time-consuming and expensive. Super aims to reduce that stress with on-call maintenance staff for a monthly fee. Similar to a building superintendent for tenants, Super covers the cost and scheduling of hundreds of home maintenance and repair services. Subscription simplifies maintenance for customers, ensures they get high-quality service without having to vet individual providers, and can save them a lot of money.
5 . Online shoe company Eobuwie sets up retail store without shoes
Polish shoe brand Eobuwie made a seemingly contradictory decision when it opened its first physical store: it didn’t put any shoes inside. Instead, the store is packed with tables and shelves so customers can pick out the perfect shoes virtually. Once they’ve made their choice, employees quickly bring matching shoes from the store’s collection of 110,000 pairs to try them on. The digital-first strategy makes it easier for customers to browse while trying on the physical shoe before buying it.
6 . PepsiCo unveils contactless kiosks and vending machines
Pepsi customers can now get their favorite products without even touching a button. Using innovative UltraLeap haptic technology, customers control the menu by waving their hands in certain directions. The touchless experience is more hygienic for customers and allows for self-service without worrying about germs or bad buttons.
7 . Taco Bell creates dedicated drive-thru lanes for mobile orders
Fast food is now faster with Taco Bell’s Go Mobile pickup lane. The new stores have two drive-thru lanes, one for traditional orders and a second just for picking up mobile or online orders. Some stores offer contactless pickup where food is automatically delivered after users scan a unique code. The new design gets food to customers quickly and matches the move towards online ordering. Along with new drive-thru lanes, Taco Bell has updated its kitchen for faster food assembly.
8 . 7-Eleven expands delivery to more than buildings
7-Eleven customers can have food, beverages and household items delivered within 30 minutes, whether they’re at home or sitting on a park bench. The 7NOW Pins delivery service brings items to parks, beaches and entertainment venues quickly. 7NOW also recently rolled out a subscription model that waives delivery charges for a monthly cost.
9 . Lush opens ‘naked’ stores without packaging
Lush has long been known for its transparency and environmental responsibility. But its “Naked” stores take things to the next level by leaving out one traditional element: plastic packaging. All Lush stores use the Lush Lens app to showcase ethically produced products. When customers point their phone at any product, the app automatically displays its ingredients, directions, stories, and other important information so customers can feel comfortable making a decision. ecological.
ten . Walgreens customizes AI-powered cooler doors
Walgreens has replaced traditional cooler doors in some stores with AI-powered doors that detect purchased items and provide real-time inventory updates to staff. Doors can also change their display and advertisements based on the time of day, weather, or a customer’s age or gender. New technology improves the experience by allowing customers to find what they want, when they want it.
11 . Schindler Elevator Corp. uses a contactless mobile application
Calling an elevator has become easier and more hygienic. Schindler Elevator Corp. developed the ElevateMe app that connects to device-enabled elevators so users can call elevators and choose their destination without touching panel buttons. Schindler can easily convert older elevators to be app-enabled for easier access.
12 . Clare makes buying paint easy
Choosing the right paint color can be a stressful decision for homeowners. But Clare aims to change that with a convenient and simple paint buying process. Customers can browse the designer-curated collection or answer a few simple questions in the Clare Color Genius for automated recommendations. Clare’s peel and stick paint samples make it easy to try out different shades, and all paints and supplies are delivered right to customers’ doors.
13 . Mountain Hardwear’s AR app virtually tests outdoor gear
Outdoor retailer Mountain Hardwear is using an AR-powered app for customers to test out products like coats, tents and backpacks virtually in their own space. Users can change product colors and sizes, crawl inside a tent to view it from all angles, and test items in various environments like snow or sand. The app seamlessly directs customers to the website or store when they’re ready to make an informed purchase.
14 . BevMo! simplifies whiskey recommendations with voice assistants
Choosing the right kind of whiskey can be a daunting task, but the BevMo! uses an AI-powered voice-activated device to personalize and simplify the shopping experience. The screen and voice assistant sit in the whiskey aisle asking customers questions about their whiskey preferences, the event they’re buying for and their budget before recommending three bottles. The device can also answer questions about whiskey and tell jokes.
15 . Modsy visualizes home renovations and design in 3D
Many customers find it difficult to visualize a new design or layout for their home when decorating or renovating. But thanks to 3D technology, Modsy customers can easily imagine the new format of a room and quickly connect with furniture and contractors. Clients walk through the space and collaborate with a designer on what they are looking for to achieve a custom design without the stress of the unknown or managing many rooms.
16 . Zara combines mobile and in-person shopping with the app
Zara uses an app that combines in-person and digital shopping to deliver a seamless experience no matter how customers navigate the store. In person, customers can enter store mode on the app to find specific items, book fitting rooms and quickly check out. Online, customers can limit their search to only items in stock at their nearest store to be picked up within 30 minutes.
17 . NowRX automates same-time prescription delivery
The traditional pharmacy model of queuing when sick is being disrupted by NowRX, a company that uses innovative technology and robotics to fill and deliver prescriptions in as little as an hour with no delivery charges. The state-of-the-art pharmacy operates micro-distribution centers and streamlined logistics planning to reduce costs for customers while providing top-notch speed and convenience.
18 . NH Hotel Group offers virtual tours before booking
Travelers can rest easy and see the entire room and hotel before booking a stay. NH Hotel Group offers online 360 degree virtual tours where users can virtually walk around the room and other parts of the property. The aim is to give a strong impression of the hotel and to help customers book with confidence and without surprises upon arrival.
19 . John Deere uses AI to target weeds to spray
John Deere knows that its customers are looking to increase farming efficiency and reduce waste and environmental impact. Its AI-powered See and Spray technology uses computer vision to precisely monitor and spray weedkiller onto cotton plants. The technology reduces pesticide use by 80-90%, reducing costs and improving agricultural productivity for customers while limiting the release of chemicals into the environment.
20 . Propeller Health adds smart sensors to asthma devices
Asthma patients now have more tools to manage their condition and reduce doctor and emergency room visits. Propeller Health attaches sensors to patients’ existing inhalers that provide information about symptoms, triggers and environmental factors to their phones. Sensors can help uncover each patient’s unique triggers and reduce the impact of asthma and other respiratory conditions. Patients can then share this information with their doctors to create effective treatment plans.