A photo of shopping baskets at a Sephora recently went viral. Grab a red basket and it means “I would like to be assisted“, and a black basket indicates “I would like to shop on my own“. Indicators of the new customer self-service reality.
Sixteen years ago, only 6.7% of the global population had internet access. Today, 3 billion people and 40% of the global population can log on and connect. ¹ And by 2020, that number is projected to double.
With digital growth accelerating, it acts as a disruptor to every organization in every industry. It also fuels what customers want and expect out of an organization’s customer experience. From self-service check-out lines at grocery stores to video kiosks at bank branches to drones that enable 2-hour shipping – if you’re not fast and efficient then you’re out of business.