Marc Rosen, executive vice-president and president of global ecommerce at Levi Strauss has said in-message chat is the future of shopping.
Speaking at Drapers Digital Festival 2017 at the Hilton London Bankside today, Rosen said the consumer is currently the centre of the shopping process, but that will evolve into a two-way conversation.
“The shopper is in control, they decide how they interact, when they do it and where they do it. In future, however, that will be more of a two-way conversation enabled by technology.”
Rosen said the shopper will chat with the brand via mobile to ask for product recommendations, fit advice and how they can customise the look.
The brand will then be able to link its online offer with physical shopping experience by enabling the customer to book an appointment in store with a stylist.
“The tech will make sure we know she is there, her choices will already be in the changing room, she will be able to order different colours via a smart mirror and get them delivered directly to her home. The entire session will then be sent to her so she has information about all her choices.”
He added: “That experience is possible now. The technology we need is out there. The key is weaving that innovation into everything we do.”