Use AI and data for better product delivery and customer loyalty

Kleber Ferreira Da Silva

Abstract

The end-to-end shopping journey for large-scale appliances is more informed than ever. Yet, more innovation can be made to delivery. More than 28% of large-scale appliance deliveries run into challenges that negatively impact customer satisfaction and retailer costs.

This solution provides a personalized shopping experience that helps customers find products that match their expectations and organizes a delivery experience so that customers can get back to their busy lives. The solution uses three steps to innovate brand interaction and the entire purchase experience in the large-scale appliance space:

Increase customer satisfaction by reinventing the typical communication methods and services that surround the choice and delivery of appliances. A positive delivery experience incentivizes repeat purchase behavior for 61% of customers.

Make product discovery more consumer-friendly and simple by using attributes, such as measurements of large-scale appliances, through augmented reality (AR) and virtual reality (VR).

Maximize the effectiveness of a single customer interaction by enhancing the buying process with delivery scheduling. Today, 3 out of 10 shipments require multiple contact attempts for scheduling. In addition, pricing surprises are avoided by capturing delivery preferences as the customer finalizes the purchase.

https://www.ibm.com/cloud/architecture/architectures/retail-ai-data-for-better-product-delivery)

Speaker

Photo of Kleber Ferreira Da Silva

Solution Architect providing solutions that leverage the business in order to achieve better performance (business and technical) implementing converged shopping experiences (Physical and Digital) combining platforms of E-commerce, OMS, Automation, and Integration.
I participated in different engagements working with architecture oriented to business needs regarding customer experience that impacts in internal processes of Demand and Supply.
Experience in this area since 1998 having participating in engagements in America (Argentina, Brasil, Chile, Colombia, Mexico, USA) in industries of Consumer (Retail, CPG), Telecom, Bank.

Lecture booking request

Thank you for your interest in hosting an IBM speaker. Please fill out the following form with as much detail as possible. An IBM representative will reach out to discuss your booking request. All guest lectures are subject to availability and agreements under this collaboration are not legally binding.