Technology is not a Disruptor, but a Powerful Customer-First Strategy is!

Customer centricity

 

These are all examples of ways that are already being used so you can benefit from the experiences of others. But the world is moving fast and you need to also be exploring further new territories where technology can help.

The world is moving fast and you need to be exploring new territories where technology can help your business. #BusinessStrategy #Technology #FutureofBusiness #FutureTrends #NewTechnologies Click To Tweet

Earlier this year ZDNet highlighted five technologies that touched on technological changes that could impact customer service and experience. They were:

1. Two-way video

Tech priorities for customer experience

2. Augmented and virtual reality

3. Virtual assistants

4. Messaging

5. Connected devices

As you can see, all five technologies are enablers of improved customer satisfaction, which will lead to increased relationship building and trust. Customers view them as novel and useful today, but it won’t be too long before they are seen as the norm. Are you using them? If so, what experiences have you had, as I’d love to hear more about their uses?

 

Another recent article, this time on Jacada, spoke about the “4 Technology Trends set to Improve Customer Experience in 2017.” (See their diagram on the right) In it they highlighted ChatBots, Big Data analytics, Mobile customer support and messaging Apps.

In this article they pulled out the larger areas around how technology can help with mass connection and analysis of the resulting exchanges.

What both these articles highlight is the need for marketing to harness technology in order to build relationships with their customers. If they do so, they can set their brands apart from the competition. If you are not already doing so, then you have little time remaining to catch up before being left seriously behind.

It conclusion, it is clear that technology is an enabler and can and should be employed to improve the customers’ experience. We live in a fast-paced world where we expect instantaneous responses from brands, and information at our fingertips where and when we need it. Technology is the only way we can meet these increased customer demands, by collecting, analysing and then actioning the learnings from these contacts. 

Which of these are you working with today? I’d love you to share your experiences – good and bad – below.


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Interested in using technology to help you integrate multiple data sources and develop actionable insights? Then we should talk. Book time in my calendar for a complementary Advisory session.

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