New technologies, tools, platforms and channels to engage and share with customers are quickly becoming the backbone of a seamless end-to-end customer experience, with this is mind, we wanted to build a greater understanding of what the key attributes of the technology toolkit of 2020 will be in regard to customer experience. With insights from Julien Rio, Head of Marketing, Dimelo, we have looked into how new technologies are shaping the design of a truly conversational experience that will transform customer experience by 2020.
The implementation of new customer experience technologies will require the adaptation of existing business functions as automated systems may replace lower-level positions, and give life to new roles in the areas of analytics and data science.
Ahead of their participation in Customer Experience Management in Telecoms Europe Conference, we spoke to Erik Meijer, Strategy GPM/Group Innovation, eCompany, Deutsche Telekom AG and Frank Buettner, Head of Human Centred Design, VP, Swisscom about how the technological evolution is paving the way for new job roles and reshaping customer experience functions.
We are in the age of the customer. The acceleration of technological advancements have made customer experiences faster, more efficient and more memorable – and this has driven a change in customer behaviours and expectations that breaks through vertical silos.
Human experiences are at the epicenter of the connected world. Technologies are evolving and changing our lives at an unparalleled pace, helping us travel, work, shop and play in a more efficient, secure, and enjoyable manner. To keep the products and services that form our connected world running smoothly, a new business category is emerging: the Support of Things (SoT). SoT uses cutting-edge technologies to simplify, improve, and scale customer assistance processes. The use of augmented reality in technical support is a prime example of SoT innovation.