Wearables may be the first of new wave of digital technologies that promise to revolutionize the customer experience, again. Companies should be evaluating if, how, and when they will incorporate this technology.

1. Preparing for the Wearable Customer Experience
Skip Vanderburg, Director – CX Innovation, Design and Emerging Technologies,
Global Consulting Practice, TCS
Courtney Wood, Director – Innovation Solutions, Global Consulting Practice, TCS
Priscilla Walter, Senior Consultant – Customer Experience Insight Solutions, Global
Consulting Practice, TCS
Septmeber 2015
Copyright © 2015 Tata Consultancy Services Limited

2. Wearables are a part
of the new wave of
digital technologies
that will revolutionize
customer experience.
They present
challenges and
opportunities to
businesses.
To respond successfully
to digital innovations,
companies must be
agile and respond
quickly.
Wearables, 2015
Introduction: Revolutionary Technology

3. The first wave of digital disrupters obliterated many companies. To win the
market, a responsive enterprise must rapidly identify, evaluate, and respond
to the threats and opportunities that the second wave of disrupters pose for
the company.
Wearables, 2015
Responding to Disrupters

4. Tweet this
The consumer market
changes constantly.
While older customers
suffer from device
fatigue, millennials
eagerly adopt emerging
technologies.
Businesses will have to
devise different
strategies that factor in
the experiences of
different customers
with their brand.
Wearables, 2015 Read More
Understanding Customers

5. Tweet this
Wearables can be
employed in areas well
beyond customer
service.
Businesses should use
wearables to become an
integral part of
customers’ lives and
constantly engage with
them.
To achieve customer
experience innovation,
companies require a
responsive process and
system.
Wearables, 2015 Read More
Changing Customer Experience

6. To successfully adapt to new technologies, companies require a systematic,
cross-enterprise approach.
The outputs of your customer experience strategy and plan are many of the inputs that help
successfully manage customer experience innovation.
Tweet thisWearables, 2015 Read More
CX Innovation Management

7. Tweet this
The first phase in
innovation management
is outlining strategy.
Engagement maps and
current customer
insight should be used
to define gaps in
customer experience.
Any gap without a
solution must become
an innovation goal.
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First Phase: Innovation Goals

8. Tweet this
Idea management
entails continuous
generation and
collection of ideas for
improved customer
experience.
Companies with
innovation systems can
review ideas already
submitted. Others can
develop ideation
sources: data analysis,
workshops,
crowdsourcing, and
expertsourcing.
Wearables, 2015 Read More
Second Phase: Ideation

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The selection criteria
for new ideas should be
in line with innovation
goals.
Cost effectiveness,
integration, and
maintenance
feasibilities are other
criteria to consider.
Only top-ranked ideas
will be prototyped and
tested.
Wearables, 2015 Read More
Third Phase: Idea Selection

10. Tweet this
The company must
prototype, try, and
refine ideas very
quickly.
A ‘prototype factory’
can be used to evaluate
wearable technologies.
This will help create
rapid prototypes, and
conduct trials and
iterations.
Wearables, 2015 Read More
Fourth Phase: Experimentation

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Companies
operationalize, scale,
and optimize tested
ideas in this phase.
This includes
measuring, tracking,
and communicating
progress and results to
key stakeholders.
Companies can
determine whether or
not sub-performing
ideas should continue
with additional support
and changes or should
be retired.
Wearables, 2015 Read More
Fifth Phase: Realization

12. Tweet this
Wearables can
significantly transform
customer experience in
the near future.
To successfully deal
with this technology,
companies must be
agile.
They should adopt a
systematic approach to
identify, select, test,
and deploy new ideas.
Wearables, 2015 Read More
Conclusion: Structured Innovation

13. IT Services
Business Solutions
Consulting
Preparing for the Wearable
Customer Experience
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