Get More From Talent Even In The Disruption
100%
The growth rate in just the next 18 months that A.I. tools and technologies are expected to grow.
And 32 % of global companies are already using A.I. enabled CS technologies these days.
The world seems to be literally exploding with new technology and tools that will help scarce talent achieve more productivity plus produce a richer Experience for their Customers in the next few years.
In my soon-to-be-published customer experience book, The Coming New Influence Economy, I devote a whole chapter - “Hey It’s a TikTok World, We Just Live in It” - to the current tools and technologies that are reshaping the Customer Experience for us all. Thus A.I., 5 G, Robotics, IoT, VR ( virtual reality ) and new social platforms like TikTok all get top billing in the book because of their potential to transform the customer experience.
And it’s not the technology itself of course, it’s how you apply that technology that matters here. So for example, on Sir Richard Branson’s VirginVoyages new cruise ship, Scarlet Lady, VR and 5G help personalize the cruise experience for travelers like no cruise experience before. Passengers can virtually ( pardon the pun ) “experience” parts of the cruise coming up even before they get on the boat - personalization happens when the technology enables it!
Thus, even as the labor market – talent – continues to tighten, these new technologies allow that talent to do more with what they have.
In summary, companies need to be on top of the new and emerging technologies to help design their products and services for the future. And each has it’s advantages depending on what the customer experience designer has in mind.
So here are some business tips to help get you going in applying these new tools:
Business Tip # 1. Study where you can make your products more personal. Don’t just design an offering that gets the same thing to everybody. Think of how you can personalize it. Serve a person’s unique needs, the detail, the context.
Tip 2. Find ways to make a more permanent impact. So companies like global consultants EDS or a Bain don’t just produce nice power point reports, they help companies implement recommendations and sometimes take a piece of the action – results – as payment for their services.
So, know that disruptions like COVID will come and go but new technologies will continue to offer companies opportunities to deliver more and more value to the customer – something they can take to the bank!
All for now until we get together again!
Ciao.