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CPE432 - Lecture Notes 5

The document summarizes several emerging technologies in customer experience including modern web, mobile, wearables, conversational interfaces, and omnichannel. It provides an overview of each technology, describing their purpose and benefits. For each technology, it outlines some key aspects such as design principles for modern web, advantages and disadvantages of mobile apps, benefits of wearables, types of conversational interfaces like chatbots and voice assistants, and how omnichannel provides a seamless customer experience across multiple channels.

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50 views25 pages

CPE432 - Lecture Notes 5

The document summarizes several emerging technologies in customer experience including modern web, mobile, wearables, conversational interfaces, and omnichannel. It provides an overview of each technology, describing their purpose and benefits. For each technology, it outlines some key aspects such as design principles for modern web, advantages and disadvantages of mobile apps, benefits of wearables, types of conversational interfaces like chatbots and voice assistants, and how omnichannel provides a seamless customer experience across multiple channels.

Uploaded by

afdsalado113
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Emerging Technologies in CPE

Rethinking user experience: Modern


web, mobile, wearables,
conversational interfaces, omnichannel

Prepared by:
Engr. Stephanie Grace V. Cortes
Internet Sources:

https://mailchimp.com/resources/modern-website-design
https://www.techtarget.com/whatis/definition/mobile-app
https://builtin.com/wearables
https://landbot.io/blog/conversational-interfaces-explained
https://www.netsuite.com/portal/resource/articles/ecommerce/omnic
hannel.shtml
Rethinking User Experience

1. Modern web
2. Mobile
3. Wearables
4. Conversational Interfaces
5. Omnichannel
Modern Web

Modern Website Design

Modern website design is a combination of different elements that work


together to create an effective and user-friendly experience. These include the
use of typography, layout, color theory, grid systems, motion graphics, and
responsive designs.
Modern Web Technologies

Website designers often focus on creating sites that are visually appealing and
easy to navigate. They want visitors to find what they're looking for quickly and
easily without having to search through endless pages of content. In addition,
modern website design should be flexible enough so that it can adapt as new
technologies or devices emerge.
Modern Web Technologies
Modern web design tips:

• Use clean and organized design principles. This will ensure that your website is easy to
navigate and looks professional.
• Use high-quality images that capture your target audience's attention.
• Make use of typography to create an engaging user experience.
• Keep white space minimal so pages load quickly without sacrificing readability or eye
appeal.
• Use buttons sparingly.
• Optimize page loading times by using compression techniques when possible.
• Make brand consistency your maxim.
Modern Web Technologies
Mobile Technologies

Mobile Application

A mobile app (or mobile application) is a software application developed


specifically for use on small, wireless computing devices, such as smartphones
and tablets, rather than desktop or laptop computers.
Mobile Technologies
Mobile Technologies
Advantages of mobile apps
1. Convenience. Mobile apps can be downloaded and installed on a device,
allowing users to access the app's functions and services at any time, from
anywhere.
2. Personalization. Mobile apps can be customized to meet the specific needs of
individual users, providing a personalized experience.
3. Offline access. Many mobile apps can be used offline, providing access to
important information and features even when an internet connection is not
available.
4. Push notifications. Mobile apps can send push notifications to users, providing
real-time updates on important information and events.
Mobile Technologies
Disadvantages of mobile apps
1. Limited functionality. Mobile apps are designed to provide specific functions
and services, and they might not be able to provide the same level of
functionality as a desktop application.
2. Limited compatibility. Mobile apps are designed to run on specific mobile
operating systems, and they might not be compatible with all devices.
3. Security concerns. Mobile apps can access sensitive information on a device,
and they might not have the same level of security as a desktop application.
4. Limited updating capability. Some mobile apps might not be easily updated,
and users might need to download a new version of the app to access the latest
features and bug fixes.
Wearables

Wearable Technology

• Wearable technologies, known mostly just as “wearables,” are electronic


devices that are physically worn by individuals in order to track, analyze and
transmit personal data.

• Wearables are electronic devices that are worn on a person — usually close
to the skin — in order to accurately relay important medical, biological and
exercise data to a database.
Wearables

Benefits of Wearables

1. Wearables Improve Healthcare


2. Wearables Provide More Insights Into Sports and Fitness Performance
3. Wearables Increase the Productivity and Health of Workforces
Wearables
Conversational User Interface

Conversational User Interface

A conversational user interface (CUI) is a digital interface that enables users to


interact with software following the principles of human-to-human
conversation. CUI is more social and natural in so far as the user messages,
asks, agrees, or disagrees instead of just navigating or browsing.
Conversational User Interface

Conversational User Interface

In other words, instead of searching through a structured graphical interface for


information, users can tell the software what they need, and the software
supplies it. It’s characterized by having a more relaxed and flexible structure
than classic graphical user interfaces.
Conversational User Interface
Types of Conversational Interfaces

1. Chatbots - Chatbots are visual interfaces that exist for both desktop and mobile. The
conversation between the bot and the user takes the form of chat bubbles in a messaging
app. There are two different types of chatbots:

• AI-driven - AI-driven bots use Natural Language Processing (NLP) and (sometimes)
machine learning to analyze and understand the requests users type into the interface.

• Rule-based - A rule-based chatbot answers user questions based on the rules outlined
by the person who built it. They work on the principle of a structured flow, often
portrayed as a decision tree.
Conversational User Interface
Types of Conversational Interfaces

2. Voice Assistants

As opposed to chatbots, which can be considered text-based assistants, voice


assistants are bots that allow communication without the necessity of any
graphical interface solely relying on sound. VUIs (Voice User Interfaces) are
powered by artificial intelligence, machine learning, and voice recognition
technology.
Conversational User Interface

Benefits of Conversational UI

• 24/7 Availability
• Save Customers' Time & Attention
• Automation, Better Distribution & Use of Resources
• Bringing Brands Closer to Customers
• Differentiation & Personality
Conversational User Interface

Practical Application of Conversational UI in Business

• Customer Support
• Sales Assistance
• Lead Generation & Qualification
• Data Collection (Surveys)
• Entertainment/Promotion
• HR & Recruitment
Omnichannel
Omnichannel

Omnichannel means fulfilling customers’ needs at every touchpoint and


providing the same functionality and experience across channels, no matter how
a buyer chooses to interact.
Omnichannel
Omnichannel • Brick-and-mortar stores
• Over the phone
Omnichannel is about • Branded websites
meeting customers • Online marketplaces such as Shopify or
wherever they are and Amazon
providing excellent service • Mobile apps
at every touchpoint, • Mobile messages, chats and push notifications
including: • Social media
• Email
• Catalogs and other mail-order options
Omnichannel
Omnichannel
Emerging Technologies in CPE

THE END

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