Technology

Technology

Customer data leaks, privacy concerns and high profile discrimination claims have companies focusing on maintaining trust and brand image of being ethically responsible. Brand relationships remain of critical importance – but what happens when the customer experience doesn’t match the brand promise?

We need to be asking ourselves these questions,
as the customer experience
in the technology market continues to shift.

  • Do humans play a part in the future of the customer experience? What will the balance be between technology and human interactions in the future? How do we prepare for this?
     
  • How do you ensure that you’re keeping your brand promise across all channels?

  • How can you keep your front line up to speed with new innovations? This is an issue for all vendors and channels – how do you ensure consistency?
     
  • How do you filter insight? There is so much information being captured on the front line – how are you driving actionable insight?
     
  • For smaller or growth hungry operations customer care is critical – but are you spending too much time here, and not on innovation? How can you increase your runway to change while still succeeding today?
     
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs?

How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like?

  • How do you change the economics of your channel mix to enable customers to engage in their channel of choice? What does the future of customer engagement look like? 
  • How can mid-sized retailers ‘stuck in the middle’ gain a competitive advantage? 
  • Future success means lifting your head out of today’s operations, to tomorrow’s innovations. For those who are struggling, how can they increase their runway to change while still succeeding today? 
  • What is the ideal blend between physical and digital retail – is there one? Is there still a line between the two? 
  • Do humans play a part in the future of the retail customer experience? What will the balance be between technology and human interactions in the future? E.g. AI to AI conversations? 
  • If your customers have vastly different needs and expectations, how are you flexing your organization to meet all of these different needs? 
  • Customers today demand personalized experiences. If every customer interaction is unique, how can we expect to measure CX success using traditional methods like ‘averages’? How do you measure success today?

Have you thought about how customer service aligns to customer success?

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