Olivier Baert, Managing Director France at Qmatic
According to you, what are the main trends and innovations in your field market?
In our market, we see two main trends:
On the one hand, the notion of time is essential today. What's more valuable than having your time and being able to access a service or advice when you want.
At the same time, the need for immediacy has never been more prevalent in all our interactions. Indeed, the consumer no longer wishes to be in a situation of waiting, whether to pay or to exchange with a seller in store.
On the other hand, the personalization of the customer relationship is a strong element of the customer experience. The customer journey does not escape this rule, the consumer wants to be treated no longer as a lambda customer but as a single customer. Moreover, too many interactions are still going on today without being enriched by the datas collected on the client.
The "phygital" customer journey must integrate this customization in order to enrich the relationship and thus offer a unique customer experience before, during and after its passage through the store.
What are the main features of your solution and who is it made for?
Qmatic, the world leader in customer management journey, is responsible for connecting customers with services. We propose a personalized, physical and digital customer journey to reduce waiting times or to make them disappear completely. Our customers are numerous, they encounter problems of customer flows, bottlenecks. Mainly in the Retail, Healthcare, Banking and Public Sector sectors.
In retail, we have the chance to work with many brands that make references such as: Free, Sncf, Auchan, Monoprix, Top Office and Pandora.
The ideal client path allows you to take an appointment beforehand in order to anticipate its arrival and not to wait, access to a virtual queue via the mobile application while giving the client the possibility to continue to do its shopping. Self service kioks for appointments and a ticket system are also available in stores for consumers who are not yet 100% digital. All this in a fluid and transparent way, this concept is "seamless customer journey".
What represents the Paris Retail Week event for your business?
Paris Retail Week is a reference event on the French market. It allows us to meet our partners, customers and key e-commerce decision-makers.
This event also allows us to perform a live demonstration for a better understanding of Qmatic's customer experience and solutions.
Meet Qmatic on the stand S035 at Paris Retail Week from 19 to 21 September!