The Interactive Buyer Expertise Summit introduced winners of the 2024 Elevate Awards Tuesday night in the course of the annual summit in Charlotte, North Carolina.
One of many high occasions on the annual Interactive Buyer Expertise Summit, going down this week, is the Elevate Awards, which honor innovators in buyer expertise expertise.
The summit is being held in Charlotte, North Carolina, from Sept. 9 to 11, with the Financial institution Buyer Expertise Summit‘s awards ceremony, which honors innovators in banking.
Prime performers within the increasing interactive buyer expertise house had been honored Tuesday. The awards program goals to encourage and educate corporations on how expertise can be utilized to create distinctive buyer experiences and to acknowledge those that are main the best way on this subject.
5 winners had been chosen by a panel of judges with one submission moreover acknowledged as “Innovator of the 12 months.” Winners are chosen based mostly on their progressive use of expertise to enhance buyer satisfaction, engagement and loyalty.
Presenting the awards had been Cherryh Cansler, vp of occasions for Networld Media Group, and Judy Mottl, editor of RetailCustomerExperience.com.
Listed here are the 2024 Elevate Award winners:
Innovator of the 12 months: Mayo Clinic Meals Service
Mayo Clinic Meals Service launched supply robots, referred to as ‘cobots’ in three areas of operation: meals supply within the senior dwelling middle eating room, the affected person retail café and materials switch in retail operations.
The objective was utilizing the ‘cobot’ to assist with employees shortages and employees turnover and on the identical time enhance the shopper expertise. The cobots deal with bussing at tables, present a further order level and eradicated beverage refills that had been accomplished by employees.
Affected person survey outcomes discovered 97% referred to as the cobot interplay favorable, and 87% surveyed discovered the cobot supplied quicker service. After implementation, 95% of orders had been delivered beneath the 10-minute complete expertise objective and total employees satisfaction elevated 8.6% resulting from a lower in strolling. Cobots traveled over 400 miles over all three applied areas in 2023.
Judges name the tech “very, very cool” and a “excellent use case for this innovation.”
CS Join: Immersive menu AR
The CS Join AR menu answer lets diners visualize meals in lifelike 3D, enhancing the decision-making course of and decreasing menu anxiousness. By scanning a QR code, clients can view, rotate, and zoom in on 3D pictures of every dish, making certain they know precisely what to anticipate.
The platform leverages superior AI algorithms to quickly and precisely generate high-quality 3D fashions of menu objects, eliminating the necessity for pricey photograph shoots and in depth handbook enter. This not solely enhances the shopper expertise but in addition units new requirements for menu visualization.
This visible engagement not solely delights clients but in addition drives increased gross sales conversions, as diners usually tend to order after they can see precisely what they’re getting.
Judges referred to as it a “nice instance of leveraging rising tech to profit CX.”
OnQ: Sony Digital Imaging Greatest Purchase Totem Interactive Package
OnQ labored with Sony to rework its current Greatest Purchase totem construction into an interactive procuring expertise the place clients can self-educate about Sony’s expansive digital imaging portfolio.
The centerpiece is a vertically oriented 27-inch touch-interactive display screen that serves as an vital inspiration touchpoint the place clients find out how Sony’s digital imaging merchandise will help them notice their inventive aspirations. The trouble additionally included a customized UX/UI to information the shopper expertise.
Along with self-educating clients procuring on their very own, the interactive totem show additionally serves as an assistive software for gross sales associates to assist information clients to their superb digital imaging answer.
Gross sales carry at shops with the brand new totem shows outperformed shops with the legacy shows. Suggestions from gross sales associates has been very constructive — it is a highly effective assistive software after they’re serving to clients, they usually admire that clients can self-educate throughout busier instances when there are extra clients than they will are inclined to directly.
Judges referred to as it “customer-centric, informative and interesting,” and “good use of digital show for simple entry to a whole lot of data.”
Talkdesk: Retail Expertise Cloud: Remodeling Retail CX with Generative AI
Talkdesk Autopilot for RetailTM is a digital agent utilizing giant language fashions to deal with buyer inquiries with human-like interactions throughout channels; it may possibly automate questions associated to orders, deliveries, shipments and returns and join clients to brokers when wanted. It unifies the shopper journey throughout digital and bodily channels.
The platform function permits dwell brokers with a real-time view of consumers’ procuring carts, aiding in upselling and enhancing transaction values. It will probably now help clients with discovering a selected bodily location and getting details about it throughout a dialog, saving time whereas encouraging seamless transitions from digital to bodily buyer journeys.
Talkdesk Retail Expertise Cloud integrates generative AI and clever automation into each facet of customer support operations.
Judges referred to as it “a cool unified expertise targeted on the shopper, a linked journey from finish to finish,” and a expertise that improves the shopper expertise.”
InMoment: Jack within the Field: enhancing visitor experiences with superior AI instruments
By partnering with InMoment, Jack within the Field aimed to leverage superior AI capabilities to achieve deeper insights from buyer suggestions throughout all buyer touchpoints, be it in retailer, on the web site, or by means of the cell app. This complete strategy has enabled them to make data-driven selections, improve operational effectivity and drive buyer loyalty by means of customized experiences.
Jack within the Field makes use of digital listening and superior AI from InMoment’s XI Platform and Highlight software to foster handy and customized buyer experiences throughout all buyer touchpoints, be it in retailer, on the web site, or by means of the cell app.
The AI answer has allowed Jack within the Field to uncover invaluable visitor insights, proactively floor suggestions, and act on it swiftly to reinforce the general buyer expertise throughout on-line and in-store channels. The AI-driven expertise empowered Jack within the Field to create a seamless,omnichannel expertise for his or her friends.
Judges referred to as it a “tremendous fascinating approach to leverage AI and consumer information with out overstepping,” and an answer that reduces noise for customers and will increase their satisfaction, and referred to as the options for enhancing buyer suggestions in surveys “superior.”
The winners of the 2023 Elevate Award had been Elo Contact Options, OnQ, Vuse, LG and Parla Retail Ltd.