凯捷（Capgemini）：2025“超情境化”客户体验未来图景研究报告（英文版）（15页）.pdf

1、A glimpse of a hyper-contextualized future for customer experience Breaking brand boundaries to form customer experience chainsEver wondered what it would be like if multiple brands worked together to deliver a consistent,continuous customer experience?Although we already enjoy the convenience of th

2、ings like logging in to apps and websites using our Google,Apple,or Facebook accounts,there are more advanced ways brands can enable an integrated experience.Picture a couple flying to London on vacation with British Airways.Upon landing,they receive an Uber discount,so they apply it to their ride t

3、o get to their Marriott hotel.Once there,they pay with their American Express card.This prompts American Express to send them an email with a curated list of city destinations that are sure to spark their interest.Each destination then unlocks even more connections all tailored to the couples next m

4、ove.The third parties trademarks used in this text are mentioned in an informational and descriptive way to the context and are the ownership of their respective right holders.2A glimpse of a hyper-contextualized future for customer experienceBreaking brand boundaries to form customer experience cha

5、insWhile many brands try to work out the beginnings and endings of all their customer journeys,this chain of experiences has no beginning or end.Its made up of multiple brands continually exchanging data to give the customer a total experience that considers their individual preferences,behaviors,an

6、d future actions in real time.As implausible as it may seem right now and possibly unethical due to data privacy concerns linking experiences like this across different brands is a reality many enterprises are already planning for.Although singular pockets of these experience chains already exist,th