The future of customer experience is on that cruise ship in the harbor
By Chris H. Petersen
At CES, there was a lot of continued hype about "smart" homes and how it will change your life (eventually). The challenges of connecting all of it still leaves the customer experience to be piecemeal at best. CES also included dramatic demos on VR and AR, which have the potential to change customer experience in retail stores. But, perhaps the best demonstration of what is possible today for seamless, end to end consumer experience may have been Carnival Cruise's CES announcement of the "smart cruise". Carnival is launching their own version of a Disney like "magic band", which creates an immersive personalized experience that follows you everywhere, and spoils you rotten … and it starts before you even set foot on your cruise ship.
Why this is important: Consumers expectations rise every time they have personal experiences which exceed the norm, and they bring those new expectations to retail with them. Retailers must now reach beyond traditional store design to start delivering personalized experiences that customers know are possible today.