Hi there, it’s me, your customer. The one you spend millions of dollars trying to connect with during the waking hours? Ya, that one. Well, guess what? I am connected. But perhaps the term “connected” is misleading. I prefer to view myself as “empowered.” And if you want to connect with me, you first need to understand what this empowerment is, and I won’t lie, it borders on superpowers!
In the relatively short time that human beings have been on this planet, we have seen a lot of things fall to the wayward and into extinction. In some cases, it was animals like the Dodo bird, the Caspian tiger, or the Baiji dolphin; in others, it was our creations that became outdated like dial-up internet, 8-track cassettes, or what’s even more relevant today, the Single-Channel experience.
Voice command technology has mostly been used in smartphones and computers in recent years, but today it’s becoming increasingly common for voice assistants to be incorporated into virtual and home assistant devices, consumer products, appliances, customer service offerings, e-commerce, and more. In fact, as the technologies required to operate voice assistants continue to improve, so too will it become increasingly common for consumers to expect this level of interaction from the brands they support. Most of us are already using voice commands on their smartphones, and it’s expected that this technology will be installed on over 7.5 billion devices by the year 2021. At the 2018 CES event in Las Vegas, there were numerous new prototypes and products that integrated voice assistant technology, proving that this trend is sticking around for good.
Pursuit of optimal customer experience is driving digital transformation initiatives across all industries because technology is allowing customers to be in direct control of their interactions with us. From the ease of multi-channel digital connectivity to immediacy in service, customers expect frictionless and hyper-personalized experiences that embody simplicity, Do-it-Yourself, and social. Likes of Amazon, Apple, Google, and Facebook are also not making it any easier by setting standards that customers expect every business to match.
His name is David…not Tom, not John, and definitely not Donald! He is in his early forties, a technophile, practical in nature, and employed as a Senior Manager. He enjoys buying new gadgets, but being a homebody doesn’t eat out, nor travel for vacations. Yet, his shopping app kept sending him options on where to dine out today and where to take his next vacation.
Believe it or not, Gen-Y (also known as Millennials) is already the largest generation in the Canadian workforce and I’m sure so is the case in most countries. They were being ignored for their lack of income and spending power. However, it has become glaringly obvious that Gen-Y is a gigantic population, holding significantly powerful positions in the industry, and growing their spending power.
Pursuit of optimal customer experience is driving digital transformation initiatives; with technology allowing customers to be in direct control of their interactions with businesses. From the ease of multi-channel digital connectivity to immediacy in service, the customers are demanding seamless and hyper-personalized experiences that embody simplicity, Do-it-Yourself, and social.