Business innovation and the opportunities they create is how enterprises distinguish themselves from one another. It is how they do things better, how they create value, and ultimately, how they pass that value over to the customer. Business innovation isn’t a box you can check off and forget about, rather, it is a continuous effort that is empowered by technologies and methodologies that are available at any given moment. Today, that technology is artificial intelligence.
Words can be funny; more specifically, how the same word can have incredibly different meanings for different people. Take the word scrum for example. For 95% of the population, that word either elicits thoughts of people in jerseys all huddled together about to restart a game, or holds no meaning at all. However, when you change the ‘s’ to a capital, to us, the word Scrum takes on a whole new meaning.
The challenge with the customer experience is that it is ever-evolving, and all too often we are seeing the seemingly infinite demands of the customers met with the finite limitations of people. So how can brands meet these demands? When you take into account Gartner’s statement that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human,” the answer becomes simple - technology. And there are none that exist that are so perfectly poised to improve nearly every facet of the customer experience like artificial intelligence.
Have you ever driven down a road that was incredibly uneven or bumpy? Did you ever get frustrated trying to install a piece of software on your computer? Have you ever eaten at a restaurant and had lousy food and even worse service? If you said yes, then you have been a victim of poor user experiences that you haven't forgotten. While UX is a crucial element in both the digital and physical world, it is in digital that we see the value of UX skyrocket, and that is for one reason - choice.
Socrates was an ardent critic of the written word and his most famous pupil Plato once wrote that “If men learn this, it will implant forgetfulness in their souls; they will cease to exercise memory because they rely on that which is written.”
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!
If millions of years of human evolution have taught us anything, it is that people have always preferred the use of voice to interact. However, for decades it was agreed that the technology “wasn’t quite there yet” to be used with machines. In the interim, nose-to-the-phone model of personal computing became the defacto standard, and no one really questioned it. Things have really begun to change in the past few years as Apple Siri, Amazon Echo, and Google Talk gained momentum and their QoE is a welcome relief.
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.
Most people are familiar with the term hybrid; although it is usually in relation to cars. Fortunately for the sake of my point, it will do just fine. Now, by definition, a hybrid is the result of something new being made by combining two different elements, and in the case of hybrid cars, it is an electric and gasoline-powered engine. This provides the user with the fuel efficiency of an electric motor with the power and convenience of a gasoline one. However, it isn’t only cars that are enjoying the benefits of combining two different elements to create something new and better, for the world of IT has constantly been melding together concepts, principles, and methodologies in order to have the best of both worlds. Today, we are going to dive into one of those combinations known aptly as the Hybrid Cloud.
I had the pleasure of being invited by Genesys to be a part of the Toronto Tech Summit’s panel discussion on “How AI is Shaping Society,” late last week. I thoroughly enjoyed the conversation along with my awesome fellow panelists (from IBM, Element.AI, Inegrate.AI and RBC) and the crowd was extremely engaged! In case you missed it, here are some of my answers to the questions posed: