Digital Transformation In Customer Experience

Influencing people and attracting customers with technology is all about leveraging digital tools, platforms, and strategies to build engagement, trust, and value. What can you learn from this bird? - **Personalization and Data Analytics:** - Create Personalized Experiences: Utilize data analytics and AI to tailor customer experiences, such as personalized product recommendations and custom content, fostering a sense of relevance and connection. - Gain Customer Insights: Analyze customer behavior to understand preferences and needs, enabling businesses to refine their offerings and messaging effectively. - **Social Media and Digital Presence:** - Boost Social Media Engagement: Platforms like Instagram and LinkedIn facilitate direct customer engagement through interactive content creation and community building around your brand. - Collaborate with Influencers: Partnering with influencers extends your reach by leveraging their follower base and credibility. - **Automation and AI-Driven Marketing:** - Implement Chatbots and AI Support: AI-driven chatbots enhance customer support responsiveness and service quality, while automation tools streamline communication through email marketing and CRM systems. - Leverage Predictive Marketing: Use AI to anticipate customer needs, ensuring satisfaction and loyalty. - **Interactive Technology:** - Offer AR/VR Experiences: Immersive AR/VR experiences enable customers to virtually try products, enhancing the buying process and engagement. - Develop Interactive Websites and Apps: Intuitive platforms boost customer satisfaction, driving longer interaction times and increased conversion rates. - **Trust through Transparency and Security:** - Ensure Blockchain and Secure Transactions: Utilize blockchain and encrypted payment systems to foster trust and ensure secure transactions. - Showcase Reviews and Testimonials: Use technology to display user reviews, ratings, and case studies, building trust through social proof. - **Innovative Product Features:** - Integrate AI and IoT: Products incorporating AI or IoT attract customers seeking cutting-edge solutions. - Offer Mobile Apps and Tools: Complement your product with apps or digital tools like fitness trackers and others. #ai #technology #marketing via @ferarrigophoto

The EU Data Act becomes applicable from today across all EU countries. This marks a major step forward in building a fair and innovative European data economy. The Act is a key pillar of the European data strategy. It addresses the challenges and unleashes the opportunities presented by data in the EU, emphasising fair access and user rights while ensuring the protection of personal data. What changes in practice: ➡️ Connected devices on the EU market must be designed to allow data sharing ➡️ Consumers can choose more services without being locked into the manufacturer of the device ➡️ Business users in industries such as manufacturing or agriculture gain access to data on the performance of industrial equipment, boosting efficiency and innovation ➡️ Consumers can easily transfer their data and switch between cloud providers ➡️ Unfair contract terms that restrict data sharing are prohibited And more https://europa.eu/!pqXD47

“What’s in it for me?” Fair question! While F&B and hospitality businesses have booked seats on the AI flight, attracted by a score of operational efficiencies, cost saving measures, and automation capabilities, there’s still a customer-led question that needs to be addressed: “What’s in it for the customers?” The answer is hyper-personalization. And no, this is not just another fancy bit of jargon to throw around. It’s going to have real-world benefits. For instance, an AI-based restaurant co-pilot will ensure that all the data that the customer is willing to share is actually translated into hyper-personalized experiences. Think about sharing details about one’s allergies, spice tolerances, food preferences, favourite cuisines, even as simple a question as: Still or Sparkling water? - and never being asked about it again. The restaurant remembers, and offers curated experiences based on your likes and dislikes. Not just that - AI makes it possible for restaurants to offer extremely personalized food recommendations for each guest at a table, develop new cuisines based on what repeat customers like, offer farm-to-table information on organically sourced food, and lean into their personal preferences - whether people like a menu in hand or like to scroll options on their phones. That’s right! Even the the finer details such as the presentation of the food, the hygiene, the speed of service, the entertainment activations, and the attention to detail from your previous surveys is actually taken into consideration and actioned seamlessly in a way that the incredible food you eat is not the only experience that turns into a beautiful memory. AI - in the form of restaurant co-pilots - will soon go beyond the “business elements” of sales forecasting, inventory, and packaging into the customer-focused aspects of recipe analysis, ingredient optimization, and menu enhancement for digital users among other tasks. Buckle up! It’s going to be a fun ride. #foodtech #ai #hyperpersonalization #future

The tourism industry has entered a new era of digital transformation. It’s no longer about simply booking a flight or a hotel—it’s about creating seamless, personalized experiences that begin long before the journey starts and continue well after it ends. Technology, especially travel apps, is leading the way in redefining the traveler’s journey.   Consider this: Travel apps have become indispensable tools. They enable bookings, provide real-time updates, and even offer immersive experiences at your destination. In fact, studies show that in emerging markets like Saudi Arabia, 85% of travel revenue will be generated online by 2027.   Think about the opportunity: Digital tourism products are not just conveniences—they’re strategic assets. For tourism players, from national boards to local operators, the question is no longer whether to embrace digital but how to do it effectively.   Here’s the truth: Those who invest in building robust digital ecosystems—complete with user-friendly apps, seamless integration with physical assets, and personalized content—will not only meet evolving traveler expectations but also unlock new revenue streams and gain a competitive edge.   The world needs to embrace the full potential of digital tourism by: Enhancing travel apps with features like virtual queuing and mobile keys. Using AI to provide personalized, data-driven insights that elevate customer experiences. Fostering strategic partnerships to drive conversion and customer satisfaction.   What do you think will be the most impactful change in digital tourism over the next decade? Let’s discuss! #DigitalTourism #FutureOfTravel #BCGintheMiddleEast  

🚨 Big news for Europe’s digital future: the EU Data Act is here to give people and businesses more control over the data their connected devices generate. Every time you drive a connected car, use a smart fridge, or operate industrial machinery, huge amounts of data are created (I have described this in detail in my book, The Talking Dog, Immersion in new technologies; https://lnkd.in/eri7mSHR ). Until now, much of that data has been locked away by manufacturers and service providers. The Data Act (Regulation (EU) 2023/2584) changes this by setting clear, harmonized rules across the Union to make sure the value of data is shared more fairly. Here’s why this matters: 👉 Empowerment: Users (consumers or companies) now have the right to access, use, and share the data their devices produce. That means more transparency and freedom of choice. 👉 Innovation & competition: SMEs and startups will finally be able to compete on a level playing field. With fair access to IoT data, new services like predictive maintenance, smart agriculture, or energy optimization can flourish. 👉 Fairness & protection: The Act balances rights to ensure data is portable and usable while protecting trade secrets, safety, and GDPR rights. 👉 Trust & sovereignty: Data generated in Europe will be governed by European rules, ensuring security, privacy, and independence from non-EU gatekeepers. In practical terms, this means: ✅ You can request access to your car’s sensor data and share it with a repair service of your choice. ✅ Farmers can unlock valuable insights from smart machinery and choose innovative third-party providers. ✅ Companies can switch more easily between cloud and data-processing services. The Data Act, applying from last Friday (12 September 2025), is a cornerstone of the EU’s data strategy. It will help Europe unlock the value of industrial and consumer data while safeguarding rights and fostering innovation 💡 As you all know, I have worked for decades (over 3) in AI and new technologies, I see this is as a turning point: data is the raw material of the digital economy, and with the Data Act, Europe is ensuring it is used responsibly, fairly, and to the benefit of all. 🔗 Read more here: https://lnkd.in/ezQguWcT #EUDataAct #DigitalEurope #AI #Innovation #DataEconomy #DigitalEUAmbassador The picture below was created by Adobe Stock

Today I’m speaking to 400+ travel and hospitality professionals in Curaçao about how social media and AI are transforming tourism. In a digital-first world, destinations aren’t just booked — they’re experienced through content before a plane ever leaves the ground. If you work in tourism or hospitality, here’s what to start doing now: ↳ Use short-form video to show off the real experience — not just the highlight reel ↳ Lean into storytelling over sales — people buy emotions, not brochures ↳ Experiment with AI to streamline guest communication, content planning, and trip personalization ↳ Treat social as your first impression, not your last step Tourism is about connection. Social media is the new concierge. AI is the accelerator. Thank you to Curaçao Hospitality and Tourism Association (CHATA) and Diederik Kemmerling for the opportunity to speak to a room full of innovators. Let’s build what’s next.

Klaviyo is quietly positioning itself to own first-party retention for restaurants i had a demo with their restaurants team recently and left thinking it might be time for some of our clients to simplify their stack Toast + klaviyo or Square + klaviyo cleaner, cheaper, and more powerful than most operators expect what stood out most was klaviyo’s CDP you get a full view of where customers came from, what they ordered, and what brought them back this includes whether they came from in-store, email/sms, or meta ads and when you pair that with sms, you can run smarter retention plays without layering on 3-4 extra tools for restaurant groups looking to consolidate or upgrade their first-party retention, this is worth watching closely especially for teams still managing campaigns across separate tools with no unified view of the customer looking to start testing this with clients soon, will share what we learn

#EU #DataAct approved: Today (Nov 27, 2023), the Council the Data Act. Following today’s formal adoption by the Council, the new regulation will be published in the EU’s official journal in the coming weeks and will enter into force the twentieth day after this publication. The data act puts obligations on manufacturers and service providers to let their users, be they companies or individuals, access and reuse the data generated by the use of their products or services, from coffee machines to wind turbines. It also allows users to share that data with third parties – for example, car owners could choose in the future to share certain vehicle data with a mechanic or their insurance company. The regulation sets up new rules on who can access and use data generated in the EU across all economic sectors. It aims to: ✔ ensure fairness in the allocation of value from data among actors in the digital environment ✔ stimulate a competitive data market ✔ open opportunities for data-driven innovation, and ✔ make data more accessible to all The new law also aims to ease the switching between providers of data processing services, puts in place safeguards against unlawful data transfer and provides for the development of interoperability standards for data to be reused between sectors. The data act will give both individuals and businesses more control over their data through a reinforced portability right, copying or transferring data easily from across different services, where the data are generated through smart objects, machines, and devices. The new law will empower consumers and companies by giving them a say on what can be done with the data generated by their connected products. Link to Council press release: https://lnkd.in/euS2gdYp

The future of car dealerships? Here’s my (unpopular) take. If I were to build one today—it wouldn’t have a million-dollar coffee bar or excessive square footage. It would be a command center. A boutique-style showroom. Two cars. Strategically located in a high-traffic area. Sleek. Frictionless. Elegant. The service center? A well-oiled warehouse. Out of sight, but highly efficient. Pick up. Drop off. Done. AI would be at the core. Robotics, automation, smart systems—designed not to impress Wall Street, but to serve Main Street. Because let’s be real: Customers don’t care about ceiling tiles. They care about speed, convenience, and control. Many businesses today are optimized to look impressive—but not necessarily to be profitable. The lower your break-even point, the stronger your model. Virtual is where it’s at. Test drives are being replaced with tailored experiences. “Bring the car to me” is the new standard. This mindset applies across industries. Maybe even yours. AI. Automation. Smart operations. That’s not just the future of dealerships— That’s the future of business.

⚠️ 𝐓𝐡𝐞𝐫𝐞’𝐬 𝐧𝐨 𝐭𝐮𝐫𝐧𝐢𝐧𝐠 𝐛𝐚𝐜𝐤. 𝐖𝐞’𝐯𝐞 𝐞𝐧𝐭𝐞𝐫𝐞𝐝 𝐭𝐡𝐞 𝐚𝐠𝐞 𝐨𝐟 𝐀𝐈-𝐚𝐮𝐠𝐦𝐞𝐧𝐭𝐞𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 𝐢𝐧 𝐚𝐮𝐭𝐨𝐦𝐨𝐭𝐢𝐯𝐞.⚠️ What does it mean for relationships between OEMs and their customers?   I had the pleasure of discussing this game-changing topic with Stefanie Paetow (Volkswagen Group) for a recent edition of the Automotive News Europe ‘Rising Stars Speak’ podcast.   With 20 years leading the game, Stefanie is an absolute expert when it comes to automotive #CX and #CRM and I had a blast exchanging opinions and anecdotes on how AI is already transforming many aspects of the mobility experience … and we’re just getting started. 🚀   With customer interactions, it’s about being ready to interact at the right time, with the right message, with the right person, and on the right channel … and informed by all relevant and available data. This has been the holy grail for CX professionals across all industries for many years, not least automotive. AI is already having transformative effects in areas like customer service. Some organizations are now able to handle 25% more service cases per hour (with 50% faster response times), and we’re just getting started. Here are three other important reflections I took from my enjoyable chat with Stefanie and Doug.   1️⃣ AI empowers organizations to fundamentally shift their stance from reactive to constantly proactive. This means turning the CRM function into a 24/7 proactive relationship-building engine. This requires a change in mindset, but it has the potential to create tons of new revenue-generating opportunities.   2️⃣ AI can’t replace human empathy – instead, it should be used to help free up time so that people can spend better quality time with their customers.   3️⃣ Focus on change management to overcome anxiety. Encourage people to experiment, build their own agents and see for themselves how AI can relieve them of monotonous or time-consuming tasks (like lead scoring, for example).   We can all agree on that AI will be a game changer... and let’s be clear: We are just scratching the surface of how to elevate the #automotive #CustomerExperience with AI. The opportunities are immense and I can’t wait to explore them all. 💫   Podcast link in the comment section! ⬇️   (thank you Douglas Bolduc for facilitating)   Capgemini Invent Capgemini Automotive #CustomerExperience #CRM #AI Sebastian Tschödrich Marc Matthies Patrick Schumann Malte Völkoi Johanna B. M. Hoffmann