Customer Journey

Yaniv Naor, Master Data Management Business Lead at Hugo Boss delves into the future trends in retail and customer engagement as a result. Yaniv explores the customer journey evolution: from traditional to futuristic.

The main change from the traditional customer journey to the futuristic kind is eCommerce – customers buying products online. As part of this, the customer journey ha changed from a single journey to a multi-path journey leading to the same result, purchase of a product. At Hugo Boss the focus for their customer journey is to ensure a seamless customer journey across all touch points”.

Yaniv explores how businesses must provide an effortless and personalised experience to keep up with the change from a physical to a digital customer journey.

Yaniv describes Gamification as the “new player in town”, a way to enhance all systems and services to become an intriguing game like experience for customers. A few ways Hugo Boss have integrated gamification into their customer journey are A virtual store walk through, Augmented reality – allowing customers to try on clothing virtually, and body scanning for accurate sizing.

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