In a world of distraction, listeners make the best architects of engagement from Brian Solis
Like software, mobile has eaten the world.
But mobile is more than a next-generation platform. Mobile is a powerful unifier. It has evolved into a digital hub for humanity, business and society. It brings us together while connecting us to other people, information and services on demand. It puts users in control of their experiences. It creates new worlds that transcend everyday norms.
These evolved norms influence new behaviors and preferences in all we do. We’ve changed, and we continue to change. As we do, we seek experiences in everything to enhance our current situation, state of mind and expectations.
As technology evolves so does behavior. None of it goes backward nor does the status quo ever stay in favor. Any business hoping to plug into this evolving society requires a human-centered model in which engagement and technology align to deliver personalized, intuitive, and value-added experiences.
We are all distracted …
Putting the person back into personalized customer engagement
Perhaps not recently, given current social distancing guidelines as a result of COVID-19 and the coronavirus pandemic, but for the sake of imagination: Have you ever walked into a clothing store and had an associate immediately offer help, accurately guess your size, and pull some items together that met your needs?
On the occasions when I have, it’s been fantastic. What seemed tedious became enjoyable. It took less time than I’d anticipated while also feeling far more relaxed. And, I undoubtedly spent more money than I would have on my own—happily. I’ve sought out those stores and those associates again. I’ve sometimes even made a new friend.
All of us have had similar experiences from time to time, regardless of the type of purchase involved. When they happen, everybody wins. As customers, we feel like we’ve spent our money well. The companies that we’re doing business with have sold us …
How businesses can earn consumers' trust with conversational AI
With the proliferation of messaging platforms and digital voice assistants has come the rise of conversational AI—better known as bots.
These chatbots, virtual assistants, smart speakers, and communication platforms are powered by machine learning and can be used to build trust between brands and consumers. In fact, by the end of 2020, 25 percent of customer support operations will integrate virtual customer assistants (VCA) or chatbot technology across engagement channels –– up from less than two percent in 2017.
The use of virtual and voice assistants continues to rise, with Google’s Assistant deployed across one billion devices, and Amazon reporting sales of 100 million Alexa-enabled devices in 2019. The use of smart speakers, like Amazon’s Alexa and Google Home, is expected to reach 225 million units in 2020.
Apple’s Siri set the stage for widespread consumer adoption since debuting in 2011. Built on artificial intelligence (AI), voice assistants use …