Stellar Trends & Insights Report: March 2018

Join us to discover the latest trends across Australian industry and customer experience. In this issue: artificial intelligence with a soft side, digital creating revenue rewards, and speakerless phones on the horizon.

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.

AI with EI

A virtual avatar to bring emotional intelligence into interactions

Daimler Financial Services has partnered with Soul Machines to develop Sarah, a digital human avatar. New Zealand-based Soul Machines claims to be the developer of the world’s first “Virtual Nervous System”; with their avatar Sarah combining artificial and emotional intelligence. Similar to a personal concierge, Sarah will provide customers with assistance on Daimler’s company’s services, including car financing, leasing and insurance. The emotional intelligence component is from assessing non-verbal behaviour through assessing facial reactions of customers.

This is another great evolution of the growth in virtual assistants, with the ability to pick up on non-verbal cues in real time being a fascinating development. This may be the start of seeing a more emotional element being captured within the growing market for virtual customer interactions.

Read more here: https://itbrief.co.nz/story/daimler-hires-soul-machines-digital-human-customer-service/

Digital channel shift drives sales growth

Survey emphasises the increasing value of the digital channel

Photo by rawpixel.com on Unsplash

A new Deloitte Access Economics report, based on a survey of 1,000 businesses in APAC, indicated that for every 5% increase in the share of customer purchases conducted through digital channels there is an associated average 3.5% increase in revenue growth. This equates to an increase of $525,000 in revenue for a business with revenue of $15 million.

If this piques your interest, it can’t hurt to have a look around Stellar’s product section to see our expertise in the digital space…

Read more here: http://www.scoop.co.nz/stories/BU1802/S00664/shift-to-digital-creates-revenue-rewards.htm

Speakerphone, literally

Coming soon: an audio-capable phone without a physical speaker

Google has acquired Redux, a UK startup turning surfaces such as phone displays into speakers. The technology eliminates the need to include speakers in mobile phones which will give way to more space for batteries and other components.

As phones somehow get lighter, faster and bigger all at once, it’ll be interesting to see where this development leads with mobile capabilities, and also for other devices using speakers.

Read more here: https://www.irishtimes.com/business/technology/google-buys-uk-tech-start-up-that-turns-surfaces-into-speakers-1.3352112

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