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.
All good things come to an end. 2014 was the first year when the total global revenue of Telcos had a marginally negative growth. Was it the beginning of the end? Will Telcos, the way we know them, not last? My answer is a resounding yes, but their fate hinges on the extent of Digital Transformation they undertake; here is why:
The more enriched an experience, the more dopamine is released into our brain and more profound is the interactivity associated with it. The feel-good factor or the user experience (UX) of any product, platform or service is the quintessential key to deliver a prolonged and definitive image of the brand in the mind of the customer. But how we create that indelible mark in the user’s mind or what technological advancements will lead to enhance the effect, undoubtedly needs our attention as we progress towards the UX of tomorrow. Can artificial intelligence led Chatbots distinctly be the buddies in changing the future of UX?
Technology is unleashing an unprecedented pace of business disruption and evolution, with the path littered with roadkill of companies which missed the key trends. To address this challenge, we at mobileLIVE have come up with our annual set of predictions; carefully collated through analysis, interviews, and research in the global Technology, Media and Telecommunication space. As most businesses wrestle with difficult investment, product, and digital transformation decisions, we hope the following can help with their decision-making paradigms for future growth.
While we were still working on mastering Social, Mobile, Analytics, and Cloud (SMAC), Digital Transformation aka (DX) itself has evolved into DX 2.0 representing the priority stack - Internet of Things, Data, Design Thinking, and Artificial Intelligence (IDDA).
Its 1975, a customer walks into a Nordstrom store in Anchorage, Alaska to return a set of tires. The clerk, saw the price on the side of the tires, reached into the cash register, and handed the man $145.
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.
Building on the millions of years of evolution, unsurprisingly we humans prefer the use of voice to interact. However, for decades it was touted as a technology which “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.