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Neldi Rautenbach Neldi Rautenbach

We Have Seen The Future Of Customer Experience

Change Or Die

Neldi Rautenbach Neldi Rautenbach Tuesday 11th October 2016

Isn’t it strange how most humans don’t like change, but we expect and want more from tech each day? Each day new technologies are emerging, enhancements are made to existing technologies and technologies that don’t keep up, well, they die. We are living in an on-demand world lead by companies such as Uber, Airbnb and TelaDoc.

I recently revisited, a search engine for the internet of things. This website displays data from all over the world such as Lisha: A Female White Shark swimming just off the coast of South Africa, aircraft and ship movements to the only web server on a secluded island in the middle of the Atlantic Ocean. It’s quite overwhelming to think that we are part of this forever ‘on’ world where our virtual and physical worlds blur together creating a reality where we just can’t imagine living without our smart devices.

The data represented by the immense number of dots puts into perspective the enormous challenge companies today face in their efforts to stand out in a world filled with so much digital noise.

Industry experts are constantly reminding us that Customer Experience is THE key differentiator to keeping and acquiring new business. They tell us that customers expect a choice of connected touch points/channels to engage with a company in a seamless manner. What they don’t tell you is how to create a clear contact channel strategy, a smarter approach to IT infrastructure or which intelligent interactive technology will be successful in a bid to outclass the competition. Companies must work this out for themselves.

But there are game changers, brands that have permanently redefined what customer experience should be. The brand obsessed with customer experience, Amazon, is just going from strength to strength.

How do they do it? In his annual letter to shareholders, Jeff Bezos humbly stated why Amazon continues to be so successful: “Our focus is on customer obsession rather than competitor obsession, eagerness to invent and pioneer, willingness to fail, the patience to think long-term, and the taking of professional pride in operational excellence.”

Looking at what others are doing well, and doing it better, could be the recipe, albeit not passed down through generations, but rather borrowed, to delivering extraordinary customer experiences tailored for your audience.

Technology can be a trend setter, but not everyone has to create their own version of Echo. Having consistent and integrated support across channels can greatly enhance the customer experience e.g. investing in a knowledge-base that integrates with live chat, in the contact centre, with self-service FAQs on a website and on social media.

Like Amazon, we like to do things a little differently. We are hosting a Customer Experience event with a twist on 2 November in Leeds at a quirky venue to set the scene. The message however remains serious, debunking the myths around creating Omni-channel Customer Experiences.

Why not join us by registering for your free seat here.

Or if you like a good horror story, why not download our infographic of thriller customer experience statistics.