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Wearable technology: redefining the customer experience

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The rumour mill is in overdrive about Apple’s plans to enter the wearable technology field later this year with the launch of its incredibly secretive ‘iWatch’ initiative.

Apple has only offered tiny hints about potentially launching an Internet connected watch, so the design and capabilities of any such offering are incredibly vague at present. However tech experts have already predicted that an Apple-conceived wearable technology device will have a huge impact on industries such as health and fitness.

Back in September I talked about the benefits of wearable technology following the launch of Samsung’s Galaxy Gear, particularly to the retail industry.

Once we get over the initial limitations and consumers begin to embrace connected watches, retailers – not just in the health and fitness sectors - will be able to communicate with their customers in new ways such as send out push notifications to customers in their stores and even taking payments using the devices.

But this isn’t just a new channel in the marketing mix; the iWatch and its Android equivalent are leading a general trend.

The way things are going, over the next few years everything from fridges to cars and kettles are going to become Internet connected. Gartner has predicted that by 2020 there will be 26 billion connected devices in the world excluding phones, tablets and computers.

This evolution of humble devices into multi-purpose tools will change the way we define and use everyday objects, which in turn will transform the consumer experience.

If all our routine activities become influenced by Internet-enabled devices even a simple trip to the shops will become a super-personalised encounter involving tailored promotions, customer service specific to our needs and convenient payment options.

For now though, the development of connected watches and other devices is very much in the hands of technology experts. Until a usable and capable product is launched retailers must look to ways in which they can personalise the experience of their customers through existing channels.