Hilton are communicating directly with customers through mobile apps. Some 35% of Hilton’s most loyal guests use their Hilton app to open doors, select rooms, check-in, order services using their smart phones.
Consumer brands like Nike and L’Oreal are adopting ‘portable’ ecommerce experiences, mobile apps that in-store beacons, and digital out-of-home digital media networks to join up the dot for the customer - continuing the conversation that started on web into the store and to deliver then an expanded choice of personalized offerings within POS.
Insurers like Cigna are achieving unprecedented levels of customer satisfaction, engagement, trust scores, and choice, by selling through apps which offer more engagement, simplicity, and ability to deliver more personalized client experiences.
Challenger banks - like N26 and Revolut - are changing the banking dynamic.
The goal of all is to accelerate/personalise the customer journey by adapting to changes in customer behaviour and differentiating the brand experience. Some are trying to create loyalty, others to disrupt traditional models.
Using Big Data and having good content is king. Video, personalized content, education, all seem to be important to the experience. Eg:, Hilton have to have digital room layouts and pictures across hundreds of properties in order to support their room selection app.
hope that gives you food for thought.