Stellar Trends & Insights Report: January 2019

Join us to discover the latest trends across Australian industry and customer experience. In this issue: the internet of vehicles, cutting the time for car checkouts and technology driving retail changes.

The Stellar Trends & Insights Report keeps us at the cutting edge of trends in our industry and in customer experience. It kicks off internal conversations at Stellar about how our clients might be impacted and how we can make improvements to our business to navigate change.

Look out for the Stellar Trends & Insights Report every month on our blog.

The internet of vehicles

Telstra and Lexus trial a program for an ‘internet of things’ between cars and infrastructure to help improve safety

Telstra and Lexus Australia will run a field trial of 4G-based vehicle communication technology with the goal of finding a solution that could help make roads a lot safer. The trial is backed by a grant from the Victorian Government worth AU$3.5m. Two Lexus vehicles equipped with ‘cellular vehicle to everything’ (C-V2X) technology will be assessed on how well they communicate with one another. Certain functions of the vehicles will be tested including emergency braking alerts, in-vehicle speed limit compliance warnings, right-turn assist for vulnerable road users, and warnings when a nearby vehicle is deemed likely to violate a red light. The trials on test tracks will begin this month, with on-road tests expected to begin next year.

An interesting application of the internet of things that could have some very effective impacts on road safety, as well as gathering better data on driving behaviour to hopefully improve traffic as well!

Read more here: https://www.computerworld.com….

Cutting the time for car checkouts

Hertz introduces biometrics to the car rental checkout process in the US

Hertz will be the first car rental company in the sector to use biometric technology with the help ofClear, a service provider to airports and sports stadiums.The goal of Hertz Fast Lane service is to complete the car checkout process in 30 seconds or less, from the current 2 minutes. They will be able to bypass the counter, undergoing facial or fingerprint verification through pods equipped with cameras and touchscreens. Hertz will have at least one lane dedicated to Clear members at each location. The services will be initially available in Hartsfield–Jackson International Airport in Atlanta, and will be rolled out at 40 more locations in airports across the US in 2019.Clear, a company certified by the US Department of Homeland Security, had said that they will not sell or share the data it collects. However, there are still no federal laws governing the collection, use and retention of biometric data which heightens the risks of sharing them with service providers.

Having been in an often slow and cumbersome process for renting a car, this is a nice change that hopefully more providers will pick up.

Read more here: https://www.dailymail.co.uk/sc…

Technology driving retail changes

Traditional point of sale approach in retail stores continues its decline

A study by retail tech company Zebra Technologies on the attitudes, opinions, and expectations of shoppers and retailers globally has found that traditional check out areas are becoming less necessary due to available automation technologies. According to the report, 52% of retail decision makers are converting traditional point-of-sale areas to self-checkout lanes, and 62% are transforming them into pick up counters for online orders. A majority of retail decision makers (83%) and store employees (74%) agree that shoppers can have a better experience if sales associates are equipped with technology. Most retailers are planning to increase their spending on technologies such as handheld mobile computers (60%) and tablets (21%). However, only very few shoppers (13%) globally completely trust retailers to protect their personal data collected by these technologies.

Consistent with the trend to online shopping and self-checkouts, the trend towards automation and digital shaping retail customer experiences marches on.

Read more here: https://www.chainstoreage.com/…

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About The Author

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Danielle Grehan

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It’s no secret that contact centres have far surpassed the stereotype that you will be kept on hold for hours, waiting to speak with someone that may or may not be able to help you. Instead, long waits and confusing channels were replaced with multichannel contact centres and now, customer experience (CX) through customer journey mapping.

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