How To Revolutionize Your Customer's Brand Experience


Integrating new tech isn't hard - and may be the key to your success in 2018.

Brands that figure out how to streamline the customer brand experience will see higher customer satisfaction and loyalty.

You’re a Busy Executive. One evening you pass by a shop window with a new winter jacket. Snow is expected this weekend, and that could be quite handy. Only the store is closed and tomorrow you are leaving town.

You whip out your phone and say "Hey Siri, how much is that jacket?"


Siri automatically locates you, identifies the jacket with an AR recognition program, and sends you the information via text message with price and availability.

Augmented Reality, Location Recognition and Instant Purchasing by Voice

Shall I place an order for you? Siri asks. “If you order today you can have it by Friday. Snow is expected this weekend. Would you like a hat and some gloves, too?” The retailer cleverly suggested this is a great jacket for winter, snow, and can be sold with various accessories. Good thinking!

It’s Morning. Your flight is This Afternoon. Time to check in – with Alexa.

You booked the trip with Alexa, ordered your Uber on Alexa and asked Alexa to remind you an hour before departure. You asked Alexa to place a call to your neighbor to remind him to water your plants.

Your Uber arrives, you get in the taxi and go to the airport. Alexa has sent all the details to your phone. As you approach the check-in, you are greeted by your personalized hologram in Airline uniform. The benefits of flying business! He or she directs you to the lounge, saying “Have a good flight!



Synching Personal Holograms, Calendars and Virtual Personal Assistants

When you get to the lounge, you pass through a small entryway. It’s an interactive corridor. Your virtual personal assistant (VPA) warmly welcomes you with that charming accent that always makes you smile. He or she tells you that your favourite drink is being prepared and asks "Would like your headset now? Meditation, exercise, travel…?"

Meditation, you decide. Putting down your bags you are greeted by a person bearing your Sencha Green tea, and a VR headset pre-loaded with your Chillout Island Retreat meditation. You have just been through security and customs, after all. You take a sip of your tea and decide to zone out for a bit. Alexa will interrupt you when it’s time to board the flight. She can send a vibrating text to your phone or Apple Watch.



In-flight, you ask your VPA to tell you the weather at your destination. She knows this is your first trip (she has access to all your records and knows how you like to travel). Would you like a virtual tour of local sites, dining or other attractions? Can she rent a car, book a table or a trainer at the hotel gym? Can she get you tickets to a sold-out concert?

But what if you have been to that city before? You can explore other destinations virtually. Visit the ice hotels of Scandinavia on a dog-sled, visit the thermal lakes, then immerse yourself in the Aurora Borealis. Or experience the Indian Festival of Colors, watching locals celebrate and dance under a cloud of color. You might visit Guatemala, and soak in the atmosphere at the local surfing café, where the kids are chilling, listening to music, eating fish tacos and drinking beer between waves. It’s a long trip, there is plenty of time to work. That can wait.



As with everything, quality counts. Making a customer experience pleasurable means ensuring the tech has good resolution and visuals, is easy to use, and integrates smoothly with other technologies. If you fail, the experience will be billed as a negative, and likely to cause damage to your brand. Ask yourselves: could my sister or mother use it? Can I explain this simply? And most of all, will this make my life easier?


About the Author:

Catherine D. Henry is Founder and Chief Experience Officer at Palpable Media (New York, London). She leads brand strategy for interactive and immersive technologies for marketing, advertising, live events and social media. She loves tech, travel, holidays and wishes Christmas could be moved to January.

Catherine Henry