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.
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.”
Brandy, a Generation-Z consumer, comes across an Instagram “like” by her friend for a featured dress. She likes the garment and is interested in purchasing it in a different colour. She decides to go online and compare prices, and while browsing, she is prompted to download the retailers’ app, which would result in a 10% discount off her first purchase. However, after comparing prices, downloading the app, and moving the dress into her “shopping cart,” she abandons her purchase thinking the dress isn’t the one for her.
I love technology; so much so, that I have made a career out of it. I see its potential, and I see it as the answer to many questions and problems that we as a society face. Technology is not meant to complicate our life; rather simplify it, streamline it, and enable us to do more. And it is these experiences with technology that are at the forefront of the consumer's mind, not the complicated mechanisms behind it. It was Steve Matyas, CEO, Staples Canada, who once said “the customer doesn’t care what happens in the background,” and he couldn’t have been more right. Experiences define a brand; not products, services, or the technology that powers them.
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.
It has been more than four weeks since the “FOR SALE” sign has been up on a house I drive by on my way to work. The house is in a well-known suburb within the western region of the Greater Toronto Area (GTA) where properties have been sold rather quickly in the past. It is priced on par with current market rates and does not suffer from any defects or design flaws. So why has it not been sold yet?
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.
With every passing day, we get to hear more and more cities getting smarter. Be it in the Western world, the Asian - South Asian countries, or in the Middle Eastern countries, cities are getting smarter with a technology makeover to doll up in the most efficient way.
Every city has a distinct culture, vibe and feel. As they commonly say, “People may forget what you say, but they’ll never forget how you made them feel.” It could not be truer for Cities. From the romantic streets of Paris, the unabashed excess of Vegas to the quintessentially wealthy NY Fifth avenue- they all leave a mark behind. However, population density of most of these urban cities is reaching unprecedented levels, straining the infrastructure and providing the citizens sub-optimal experiences. In an attempt to alleviate the pain, city councillors (the Urban Management team) are turning to technology (the Smart City enablers) to improve efficiency, productivity, lower costs, and set a precedent.
The Telecom, Media, and Technology (TMT) industry as a whole is at an inflection point that is perhaps more significant than any other junction in North American history. The pace of disruption is at unprecedented levels; “Winner takes all” is becoming the norm and the status quo is being challenged across the board. To help address the challenges and provide guidance on growth opportunities, mobileLIVE’s TMT team has put together a list of the top 10 TMT predictions.