Digital business resume assignment

Nama : Muhammad Khoirun Ni’am

NIM : 20190410440

Topic : Managing Digital Business Strategy

Like at the cross-channel customer journey and why not also the pandemic and one
promising technology is there a Wakita is still taking cloud-computing speech processing
technology having to SoftBank robotics so that is the leader of the markets of service robots
that last year that has been an increase of sales of plaster 17% and the forecast for 2022 is a
plaster 25% what's the reason behind all of this the reason is that the service robots are
becoming more that are becoming lighter that are becoming cheaper but also more powerful
what does it mean more powerful I can chat with you if Martin service deployment model
that is something that you might have started in the service encounter that has been created by
palooka and in 2018 and 2020 as you can see in these kind of graphic.
 I just seen customer welcoming customers in places like an area hospital but also in
stores like Wal-Mart and also Nespresso and Nescafe and according to the recent studies
show it's evening contributing to the customer experience they are they relationship in a way
that customer feel to be farmed all the alien interaction feel that they are interaction partners
and they feel that they are dealing with the like a candle and you want that for all these
background let me do several research jobs I am trying so the first research job is also we
know that the SoftBank.

Robotics and he's saying that the reason the service robots that are an increase in term
of sales and also retailers that are striving to find the right balance between human or robot in
the retail store studies that study House of influence moreover thanks to to Dad and he very
sore and in 2020 of Empirical research to understand the customer response has influenced or
technology in particular in technology and how how is the bend of a service robot as
interaction partner doing the service center and he'd let me to my neighbor Market in fact
most of the questionnaires InstaLoan in service research all the finding what we call a
triangulation of astounding that it wasn't disciplinary able to Encompass not only that but also
feel all of these resources brought me to this kind of research I decided to examine the level
of customer in Mercer open in Huber vs. human robot interaction during the service
encounter in a four stages of the selling process that are welcome brand storytelling and
surprise and I try to understand also how immersion is able to affect the story but before
doing this I want to tell you what do you think version because this is an important concept so
according to and Baraza immersion is there a near Figueroa phone process which occurs
when a person experiences deep and emotional involvement in the environment that has
gained a lot of visibility thanks to the book.

All the time and Gilmore that I think you know a book called 90 99 city is Abu Bakr
of the experience economy and according to this as being connected the two memorable
customer experience has been started in Psychology in consumer Behavior now what days
has been starting in gaming I'm so envious and he's connected it to the concept of
transportation is not a thief.

That was composed by a real customer of the store and I created in one condition they
are interacting with that you can see the system and I measured a new refrigerator for
responses so I measured in Europe is illogical responses of the customer service encounter
then the service encountered were recorded in time in order to obtain the visitation and at the
end of the service did the song demographic and the decimal with the brand and in order to
use them as controlled variable and response because that City's a large gap between the
address.

Process that are white I want a snowman might be more engaged with the robots that
wants to stay longer in the store when the trees in Yuma and the other thing is that no
referrals that and you just kind of you are able to provide inside about the dynamic nature of
the interaction so they were able to understand what happened during the surface encounters
only not like says that I'm telling you what I ask what you are doing so they're still going to
consider the introduction of Saturday only when they aim for efficient when did a aim for
other things like for example in the store and where social relations.

Store in my research the inside When we are dealing with somebody that we already
know I also discovered another thing that is kind of more important that has 11 of the Season
system is able to predict the spine ABC style wedding pasta because open new question like
what kind of stay the system do we need to have in the store in order to finalize the sale or
more over what is the leaven of immersive Daddy's attention or engagement that the state's
assistant need to have in order to buy the sale so that is one of my research and I'm very sore
so is this one factor of gender and cognitive bias of digital voice on consumer Behavior
online shopping is a study has been presented three weeks ago in the American Marketing
Association Winter conference some kind of a new study in this case but I work at on the
digital environment and I work with Alexa and then I made the customer for Chase in sight
by odesza in one situation the voice of Alexa was the female voice when I say in the other
situation the voice of Alexa.

Recommendation but when there is a male voice that is the willingness of receiving
Direction so the neighbors is more out of I love the but not least I decided to run and I have a
study that he is about emotional contagion in the service encounter but when there is a
Saturday and we are dealing with the human-robot interaction he's thirsty Serta is resting and
embryo now and we are measuring the emotional contagion when the robot is the failing the
service sucked so far we have started running they're only so-so matter is a able to identify
emotions sex with service robot and we are going home so I don't have any results or to share
with you so concluding my presentation and then I am a more than open to receive at your
question I want to say that as far as I know I am the only Professor that is the combining
human-robot interaction with the name in this year so we'd the coding algorithmic a word
processor a female voice-over male voice or vice versa to do with the ugly as to do with the
heart with the human psychology weather how we interact with other people and in the end it
has to do with our any kind of question well thank you.

Name of development that is in Japan OK Google call Owen that Singapore is a

following and then that is at United States and so forth okay so if we think about Europe
because I come from he said he sees what kind of idea of service robot there is still a dream
or maybe a nightmare okay I think it's very important as you said that the we identify you
would give the student and idea of service for a robot that Encompass that enlarges and why
concept is that a service robot we have and double today.

So we have said of his robot the robot that I ran my experiment and the service robot
like Alexa Alexa Siri or Cortana Auto Service Road so they boys digital assistant that you use
everyday are considered in delete it after all the service marketing Service Road and that not
only they are service robot but they are also social robot that means that they are not only
able to welcome and assist the customer but they are able to interact with the customer
without the need of the human health so sorry about the gain our physical and some robots
that are not physical then inside a service robot we have robots that are ob1 and the robots
that are completely different.

Suggestion where should I go tonight where do I need to eat do you have any
suggestion and the service robot was not able to do any of this so answer the phone Derek
implementing or not the use of robot yes sir and no because that there are things that the
Robin can do without getting covid but nobody so far that can substitute the human in term of
empathy even if that is a robot that he is able to replicate or totally the way we talk and
therefore you feel understood and the is becoming more and more empathetic so I cannot
provide you a final question I can provide you on answer sorry I can provide you only
additional questions and this is something that you might want to do research.

About do you want me to redo the question that is 23 I'm not sure if your I am saying
these that correctly that ask me a question overall voting service customer improve the
customer experience in using the services of the company and David effector consumer
lawyer so for the first part of your question using the services of the company has a game if
you think about the service robot as a cat box or as the digital voice assistant or even the new
kind of kiosk that are becoming the Intelligencer for sure.
 Because if we are we've the Commodities or are we are getting with the products
where efficiency is important for sure they will enhance the customer experience but if we're
thinking about the premium luxury I feel so far that the humans will be better than Robles
and that's it affect the customer loyalty so always customer experiences affect your customer
loyalty so according to the customer experience effect of the customers so far they have so
many experiences group there are definitely consequences on Customer Loyalty.