TrendWatching staff pick their favorite CX innovations

It’s fair to say that almost all of the content we produce comes from the brains, mouths and fingertips of our analysts. From each edition of TrendWatching Quarterly, to the 80+ reports clients of our Premium service get throughout the year, to the keynotes and workshops delivered worldwide, the Content Team certainly know how to pump it out.
From Design and Development to Marketing and Client Success, our teams work round the clock to ensure our clients, readers and partners get the materials they need to succeed. Part of that means knowing our methodology inside out. And part of that means being able to spot an innovation when we see one.
So, analysts, take a step out of the limelight. It’s time for a whip round the world to see The Future of Customer Experience through the eyes of the teams behind the scenes.

Innovation 1 — Kathleen McVey, Customer Success Analyst, London
SEIZING: Nike release a line of limited-edition trainers that can only be purchased after physical challenges
Kathleen says: “Almost anyone can go online and buy the latest line of special edition of trainers, but this Nike collaboration brings a love of innovative product design together with an appetite for exclusive and challenging experiences. Some serious status points!”.

Innovation 2 — Wilson Toh, Business Development Director (APAC), Singapore
SAVING: App pulls key takeaways from thousands of non-fiction books
Wilson says: “The Blinkist app is great because it distills the key insights of 1,500+ bestselling nonfiction books into powerful 15-minute reads or listens. It allows me to cram in additional insights from multiple books with much less time — a lifesaver for us busy folks (with short attention spans)!”.

Innovation 3 — Marco Sottana, TW:IN Network Co-ordinator Intern, Amsterdam
SEIZING: Gorillaz bring music video to life with exclusive bar
Marco says: “Partnering with SONOS, the audio brand, Gorillaz were able to truly connect with their fans through a truly attention-seizing experience. With spacey visuals projections and high fidelity sound, they were able to immerse themselves into the Gorillaz world for an exclusive, unforgettable experience”.

Innovation 4 — Sofie Hunt, Customer Success Director, London
SAVING: Zara’s online shopping tool measures buyer’s sizes before placing order
Sofie says: The main peril of online shopping is simple: buying clothes that don’t fit properly.
Zara have addressed this real-world problem in a simple, subtle manner. Their ‘What’s my size?’ feature allows you to enter in your measurements, and then they do the rest — working out which fitting is best for each individual garment. We’re one step closer to a world without returns!”.
Innovation 5 — David Mattin*, Global Head of Trends & Insights
*OK, OK — we did say we’d take the heat off the content team for this article. But, like all good analysts, David couldn’t resist rounding off the article…
SAVING: Facebook is developing bots that negotiate for you
David says: This example is interesting because, well, it doesn’t actually exist in its final form — yet. Instead, it shows us what the future of customer experience really holds.
An AI chatbot that can develop on behalf of the user, adapting to meaningful conversations and staying one step ahead of the other parties involved, all while acting in the best interests of the user it represents? If that doesn’t get your CX senses tingling, I don’t know what will!
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