#H2H Human to Human interaction - how it's been and still is, probably reduced
#M2M Machine to Machine interaction - over the years, we've gotten better at this
#H2M Human to Machine interaction - this is new. We're still learning, finding our way...
Having said that... Conversational AI is the next frontier. When you speak to machines, and they reply / react in real-time, it takes the game to a whole new level. Not just marketing or business, it changes our world.
So what's the big deal? What has changed? The entire human-to-machine interface has changed. No touchscreen, no mouse, no keyboard. No searching, no swiping, no typing...
Not sure how many of us will be around in a world when gesture, voice, drones, robots, driverless cars, ionic planes will co-exist. But for now, voice search is here... to stay. Hey Google!
Q: How does Digital Transformation begin? A: By improving Omnichannnel Customer Experience.
THEIR EXPERIENCE... IS YOUR BRAND.
Memorable Customer Experience is the new cornerstone for brand success.It doesn't matter where you interact with the customer. What matters is how you serve them. (Make that "how well"). While innovations like AI, IoT, bots, digital assistants, VR / AR are brand enforcers, the quality of the customer interaction is the ultimate metric.
.
Stop selling stuff. Start telling authentic stories. Create personal brand experiences. The new competitive reality is tough and relentless. One answer is to develop engaging meaningful value proposition. Forrester report showed that CX leaders, on average, grow more than 5x faster than CX laggards. The companies that have made CX a priority focus on understanding the customer’s needs and wants and spend a lot of time understanding the journey a customer takes. Today, companies must curate a timely, relevant, and personalized customer journey, nail customer support(effective chatbot strategy), and take advantage of every opportunity to surprise and delight the customer''
Marketers, our time has arrived. It’s not just different skills that we need to bring to the table.
It’s different thinking altogether
Agile Innovation - Rapid advance of technology is digitizing our world. Change is unstoppable. Disruption is inevitable. We’ve already witnessed this shift from product to experience – powered by digital – in many innovative industries and more to see in the coming 10 years. For instance, CDs & DVDs, both physical products, were rendered obsolete by digital products like MP3s and iTunes, which have now been trounced again by subscription streaming services like Spotify and Netflix. The rise of streaming services, the proliferation of digital distribution, the marginalization of terrestrial radio, the rise of cloud-based personalization with AI and Machine-learning algorithms fed by big data, and the emergence of new technology such as AR/VR has caused disruption.
AIR NEW-ZEALAND EXPLORING HOLOLENS TO INNOVATE IN-FLIGHT CUSTOMER EXPERIENCE
CX is the business battlefield of our times.It’s the new black – consumers now judge brands on experiences. New opportunities offered by AI and the Internet of Things mean that brands can deliver experiences that have never been seen before. Successful modern enterprises will be those who use design thinking to transform and fulfil customers’ demand for experiences that are satisfying, seamless and memorable whether at home, at work, on the move or at play. In this way, they can become truly invaluable in consumers’ lives.
The lines between physical and digital experiences are blurred.As digital evolves, more products will transform to ensure continued success and become highly interactive and personalized, powered by AI. This will blur the line between object and experience even further, and will change the way customers consume, interact with, and experience products. Additionally, interactions will become even faster, slicker and easier as more connections are forged: person-to-person, machine-to-machine, and person to machine. Convergence of online & offline technology is creating new dimensions... a new reality.
MAGNIFY WORLD - BRINGING AR / VR TO THE WORLD - TECHWEEK NZ
Seamless Omnichannel Customer Experience Management is the name of the game. #SMCNZ17
With that in mind, "Serve. Solve. Share. Support. Simplify." is our work-life mantra. #SMCAKL17
