But it’s not just customers looking for better interactions, experiences, and value.
Employees want all of that too, which is why they’re looking for these same technologies to improve their work experience. Being able to use natural language to talk to the apps they need to use will make it easier and more efficient to get their jobs done and be more effective in helping customers.
I recently spoke with an HR tech executive at a hotel who was rolling out a voice assistant to sit on mobile phones because 95 percent of the employees serve customers on the go. This technology allowed them to ask the assistant to do things for them while they were out and about doing various activities.
So instead of having to wait to get back to an office to do certain activities, when most likely they are off the clock, they now can do it in real-time when they’re more likely to do it. Or, when what they need to do will have the most positive impact on a customer. By providing this mobilized digital assistant, employees are using their voice to input requests, get quick responses, and improve their interactions with customers. On top of that, more data is being captured and fed to machine learning to provide even better information and services going forward.
The years ahead see no letup in the speed of change in both how we interact (with each other and with our devices), and expectations for using new tech to improve our quality of life –– both personally and professionally.
This ongoing quest to improve quality of life will provide businesses who are willing and able to capitalize on this need and create new products, services and even business models with the ability to stay connected and aligned with customers over an extended period of time.
Now all of this isn’t going to happen overnight, or without missteps, as new technologies come with a set of issues that will keep people from adopting it, especially when it comes to issues of privacy and security. But, it’s not like we’re new to adopting new game-changing technology. We’re not still using rotary phones, VHS, or going to Blockbuster and Borders. Technologies that simplify our lives usually get adopted at scale at some points, even with important concerns withstanding.
Companies who can leverage these technologies to improve interactions with customers have a chance to succeed and create great (if not legendary) customer engagement. If they can provide consistently good experiences, they have a chance to offer journeys that extend their value proposition for years instead of months. And, they will build a brand that customers and employees will both gravitate towards.
All of that takes a commitment to building that brand on a foundation of communicating with customers, one conversation at a time.
Read earlier installments of our series on how customer engagement is evolving, from Paul Greenberg, Esteban Kolsky, and more.