Imagine that you enter a retail store, browse shelves aided by a digital assistant, and once a purchase decision has been made, you simply walk out of the door with the product. A seamless network of facial recognition software, in-store sensors, and mobile payment tools lets you do this in a zero-touch, high-convenience workflow. This is exactly what the Amazon Go project hopes to achieve. Experimental innovations like this exemplify a shift in attitude and expectations in modern customers.
As the product landscape becomes highly competitive with market disruptors and incumbent enterprises vying for space, Quality of Experience (QoE) plays a critical role. In every industry, products and services are becoming standardized, making QoE a key differentiator for attracting customers. QoE is proven to directly impact business metrics such as return customer rates and Net Promoter Score, highlighting the need to personalize experiences for different customer segments or even individual buyers.
