Emerging Technologies and Its Impact to Customer-Centric Operations

Vocabulary flashcards covering key concepts, operational impacts, and practical implementations of emerging technologies in customer-centric operations.

Customer-Centric Operations

An operational trend where fulfillment pipelines are custom-engineered around the direct needs of the end-user.

Increased Brand Loyalty

A customer-centric operational benefit that drives repeat business through seamless delivery experiences.

Fewer Return Overheads

A customer-centric operational benefit that lowers reverse-logistics expenses through precise order fulfillment.

Premium Pricing Leverage

A customer-centric operational benefit that allows businesses to command higher margins via superior operational transparency.

Conversational AI Bots & Intelligent Virtual Assistants

AI-powered software that uses natural language processing to simulate human-like conversations through text or voice.

Live Interactive ZAMECO II Assistant (LIZA)

A conversational AI assistant used by Zambales II Electric Cooperative Inc that allows users to check bills, view payment options, requirements, office hours, and contact support.

Augmented Reality (AR) & Virtual Try-Ons

Interactive digital technology that overlays visual elements, data, or product graphics onto a user's real-world environment through a screen.

IKEA Place

An augmented reality application used by IKEA to let customers place true-to-scale 3D furniture models directly into their own living spaces.

Self-Service Digital Kiosks & Touchscreen Terminals

Interactive physical terminals that allow users to independently process orders, register information, or access services without human staff.

McDonald's NXTGEN Stores

High-tech McDonald's Philippines stores that swap traditional counters with large, interactive self-ordering digital kiosks using a split-counter system.

Autonomous Service & Delivery Robotics

Autonomous service robots designed to navigate indoor environments to deliver physical items and transport materials directly to specific locations.

Jollibots

Robotic automation designed to deliver orders directly to customer tables, giving crew members more time to attend to other customer requests.

Biometric Authentication & Digital Identity Platforms

Advanced security systems that verify user identities using unique biological traits like fingerprints or facial recognition to grant instant, secure access to digital services.

GCash Biometrics

Advanced biometric verification utilized by GCash for logging in and authorizing secure, cashless transactions using fingerprint or Face ID.

Predictive Analytics & Machine Learning Engines

Advanced data systems that analyze historical user behaviors and shopping patterns to forecast future trends and automatically deliver highly tailored product suggestions.

Autonomous Delivery & Drones

Self-navigating aerial and ground vehicles equipped with GPS and sensors to transport and drop off consumer packages without human drivers.

Amazon Prime Air

A drone delivery service operated by Amazon in select markets to drop off lightweight packages to customers in under an hour.

Integrated Information Systems

Unified software platforms that connect distinct department databases to allow real-time data sharing and seamless communication across an entire enterprise like PRMSU-SIAS.