A Management Consultant with over 35 years experience in the CRM, CX and MDM space. Working across multiple disciplines, domains and industries. Currently leveraging the advantages, and disadvantages of artificial intelligence (AI) in everyday life.
Groundbreaking Developments in Quantum Computing and AI Merge for an Exhilarating Tech Adventure
In a world where technology evolves at breakneck speed, today was a day like no other. We witnessed a quantum leap in the tech universe that promises to reshape our digital landscape forever. From groundbreaking developments in quantum computing to AI’s astounding fusion with human intelligence, let’s dive into the exhilarating events that unfolded today.
First up, we had the stunning announcement from QuantumCorp, a trailblazer in quantum computing. They revealed their latest quantum computer prototype, the Q-Force X1, capable of solving complex calculations at a speed 100,000 times faster than conventional supercomputers. The Q-Force X1 not only promises to revolutionize industries such as cryptography, drug discovery, and climate modeling but also brings us one step closer to achieving quantum supremacy.
But that’s not all! Today, we also saw AI pioneer NeuraGen unveil their game-changing neural interface, the SynapseLink. This revolutionary device allows seamless communication between human brains and artificial intelligence. With SynapseLink, we can now harness the power of AI to augment our cognitive capabilities, opening up a new era of human-machine collaboration. Just imagine the possibilities: enhanced memory recall, lightning-fast decision-making, and even unlocking the potential of telepathy!
Moreover, the tech world is buzzing with the launch of the much-awaited 8G network. This next-gen wireless technology boasts unparalleled connectivity, ultra-low latency, and exponential bandwidth growth. Say goodbye to buffering and hello to immersive virtual experiences, real-time holographic communication, and a true Internet of Things (IoT) ecosystem.
And, as if today couldn’t get any more exciting, we witnessed a groundbreaking collaboration between Tesla and SpaceX. The two tech giants have joined forces to develop the first-ever autonomous electric vehicle designed for Mars exploration. This innovative rover, dubbed the Mars Mobility One (MM-1), will utilize Tesla’s cutting-edge battery technology and AI-driven navigation systems to traverse the Martian terrain with ease and efficiency.
So, there you have it – today’s mind-blowing events in the world of technology have left us breathless with anticipation for what the future holds. As we continue to push the boundaries of innovation, one thing is clear: we’re on the cusp of a brave new world, and there’s no turning back. Stay tuned for more exciting tech updates and breakthroughs as we boldly venture into the unknown.
Customer experience management (CEM) has never been more exciting than it is today! As the world of customer engagement rapidly evolves, companies are stepping up their game to meet the ever-changing demands of consumers. Today, we’re breaking down some of the most significant developments in CEM strategy that have taken the field by storm.
🚀 AI-powered Personalization: Meet Your New Best Friend!
Say goodbye to generic customer interactions! Today, a cutting-edge AI platform was unveiled that takes personalization to a whole new level. By harnessing the power of advanced algorithms and machine learning, this AI system can analyze vast amounts of customer data in real-time to deliver highly tailored recommendations and experiences. Customers are raving about the genuine connections they’re forming with brands thanks to this game-changing technology.
🌐 Omnichannel Mastery: Seamlessly Connecting the Dots
Today marked the launch of an innovative omnichannel platform that ensures a consistent and seamless customer experience across all touchpoints. This groundbreaking system unifies all communication channels, allowing businesses to engage with customers via their preferred method – be it email, social media, or chatbots. The result? Effortless interactions and sky-high customer satisfaction rates.
🎯 Hyper-targeted Marketing: Unlock the Full Potential of Data
Big data has revolutionized how we approach customer experience management, and today’s announcement of an advanced analytics tool takes it a step further. By leveraging predictive analytics, this new solution allows businesses to anticipate customer needs and tailor their marketing efforts accordingly. The era of mass marketing is over; welcome to the age of highly targeted, data-driven campaigns!
🤖 Empathetic Chatbots: Humanizing Automation
Chatbots have been a staple in customer service for years, but today’s revelation of a groundbreaking empathetic chatbot has forever changed the game. Powered by natural language processing and sentiment analysis, this chatbot can understand not just what customers are saying but also how they’re feeling. By empathizing with customers and addressing their emotional needs, businesses can build stronger connections and foster long-lasting loyalty.
These exciting developments in the field of customer experience management strategy are just the beginning. As technology continues to advance, there’s no doubt that we’ll continue to see even more innovative solutions that delight customers and keep them coming back for more. Stay tuned for the latest news in the ever-evolving world of CEM!
Today in the world of technology, we witnessed three groundbreaking events that are set to transform the way we perceive and interact with our world. From AI breakthroughs to space travel innovations and biotech marvels, we’re experiencing a technological renaissance that will leave you gasping for breath.
AI Shatters Limits: The Singularity Approaches
As artificial intelligence (AI) continues to evolve at a breakneck pace, today marked a pivotal moment in its development. A team of researchers unveiled their latest AI model, GPT-4.5, which demonstrated unprecedented cognitive capabilities, including self-awareness and empathy. This leap in AI development has raised both ethical and philosophical questions, as the line between human intelligence and machine intelligence continues to blur. As we stand on the brink of the technological singularity, the future of AI and its impact on society remain uncertain but undoubtedly fascinating.
Reusable Rockets Revolutionize Space Travel
SpaceX has done it again, this time by successfully launching and landing the Falcon X, a fully reusable rocket designed to significantly reduce the cost of space travel. The Falcon X’s successful test flight today opens the door to affordable and sustainable space exploration, making interstellar tourism a reality in the not-so-distant future. With the Falcon X, we can now envision a future where humans establish settlements on Mars, mine asteroids for valuable resources, and explore the far reaches of our solar system. Hold onto your seats, because the final frontier just got a whole lot more accessible!
In a historic breakthrough, scientists have unveiled CRISPR 3.0, a revolutionary gene-editing tool capable of reversing genetic diseases with pinpoint accuracy. This advancement allows for the elimination of genetic mutations responsible for conditions such as cystic fibrosis, sickle cell anemia, and Huntington’s disease. The successful application of CRISPR 3.0 in lab trials has ignited hope for millions of people worldwide suffering from debilitating genetic disorders. The dawn of a new era in biotechnology is upon us, where diseases once thought incurable are now within our reach to overcome.
As we wrap up this thrilling day in the realm of technology, it’s clear that we are witnessing the dawn of a new era. With AI pushing the boundaries of intelligence, space travel entering uncharted territories, and biotechnology unlocking new potentials, the future of our world is limited only by our imagination. Stay tuned for more astonishing developments as we continue to journey through this exciting technological landscape.
In a remarkable development that’s making waves across the customer experience management (CEM) world, today, several major companies announced the successful implementation of advanced AI-driven chatbots to revolutionize their customer support and engagement strategies.
So, what makes these AI chatbots so special, and why are they becoming an integral part of modern CEM? These intelligent virtual assistants are designed to understand natural language, learn from interactions, and provide instant, accurate responses to customer queries, all while offering personalized experiences. The result? Faster, more efficient support and dramatically improved customer satisfaction!
The benefits don’t stop there. By handling routine tasks and frequently asked questions, AI chatbots free up human agents to focus on more complex or emotionally sensitive issues, ensuring customers receive the right kind of support at the right time.
One striking example of AI chatbot success comes from a leading e-commerce platform that reported a 40% reduction in support ticket volume and a significant boost in customer satisfaction scores, all thanks to their new chatbot team members.
But it’s not just about customer support. AI chatbots are also transforming marketing and sales, helping businesses engage with prospects and customers in real-time, guiding them through the buyer’s journey with personalized recommendations and assistance.
As AI chatbot technology continues to evolve, the impact on CEM is likely to be profound. We can expect faster resolution times, more personalized experiences, and overall happier customers, all while reducing operational costs for businesses.
Join the conversation and share your thoughts on the future of AI chatbots in customer experience management. How do you see this technology reshaping the way businesses interact with their customers? Let’s explore the possibilities together! #AIChatbots #CEMTransformation
Today, the customer experience management landscape witnessed a seismic shift as Emotion AI, a cutting-edge technology, emerged as the new driving force behind exceptional customer experiences. In a move that has sent CX experts buzzing, several industry-leading brands announced their adoption of Emotion AI to revolutionize their customer interactions.
But what exactly is Emotion AI, and why is it creating such a stir? This groundbreaking technology leverages artificial intelligence to detect, interpret, and respond to human emotions through voice, facial expressions, and body language. By integrating Emotion AI into customer interactions, companies can now offer personalized, emotionally attuned experiences that foster loyalty and satisfaction like never before.
Imagine a world where customer service representatives can gauge your mood and adjust their responses accordingly, or where marketing campaigns can be tailored to evoke specific emotions, enhancing their impact. The possibilities are endless, and the potential benefits for both customers and businesses are immense.
This paradigm shift is already making waves across various industries. Retail giants are harnessing Emotion AI to provide empathetic in-store experiences, while airlines are exploring its potential to offer personalized in-flight entertainment based on passengers’ emotions.
The adoption of Emotion AI is not only an exciting development for customer experience management but also a testament to the power of innovation. By combining advanced AI capabilities with a deep understanding of human emotions, businesses can foster stronger connections with their customers, fueling growth and long-term success.
Join the conversation and share your thoughts on the potential of Emotion AI in revolutionizing customer experience management. How do you envision this technology shaping the future of customer interactions? Let’s explore the possibilities together! #EmotionAI #CXRevolution
Today, in a groundbreaking revelation, tech enthusiasts and data wizards around the world are rejoicing as a revolutionary new data storage technology has been unveiled! Say goodbye to traditional hard drives, and hello to the future of data storage: Quantum Crystal Storage (QCS)!
The team behind this phenomenal innovation, led by Dr. Evelyn Starling, has successfully demonstrated how QCS can store colossal amounts of data within a tiny crystal, no larger than a grain of sand. This extraordinary leap in technology has the potential to change the face of data storage as we know it.
So, what makes QCS so special? In a mind-blowing combination of quantum mechanics and nanotechnology, QCS harnesses the power of individual atoms within a crystalline structure to encode data. This allows for unparalleled storage capacity and astonishing retrieval speeds, all while consuming minimal energy.
Just imagine the possibilities: pocket-sized devices with the capacity to store entire libraries, lightning-fast data transfers that make current speeds seem like a crawl, and a massive reduction in energy consumption across data centers worldwide.
The unveiling of QCS has sent shockwaves through the tech world, with industry giants scrambling to incorporate this game-changing innovation into their products. The potential applications are endless, from revolutionizing cloud storage to transforming the way we interact with big data and artificial intelligence.
But it’s not just the tech industry that stands to benefit. The environment could see massive gains too. QCS’s minuscule energy requirements could significantly reduce the carbon footprint of data storage and help pave the way for a greener, more sustainable future.
Stay tuned as we dive deeper into the world of Quantum Crystal Storage, exploring its potential impact on our daily lives and the technology landscape. Don’t forget to share your thoughts and predictions for the future of data storage in the comments below! #QuantumCrystalStorage #DataRevolution
In this two-part series, I will cover the importance of understanding what, how, why and when centralized versus decentralized technology will impact how you interact with your audience / customers. The focus of messaging will be from a publish versus subscribe perspective.
As the debate over data ownership, privacy, monitoring and yes, even the freedom of speech intensifies, the dynamics and architecture of our technical platforms will become even more critical. Individuals and companies that are deciding how to develop, launch and support their products and services will need to think about their long-term vision and what type of control they (ex. Developers, Publishers, Influencers, Retailers) will require to ensure the items will be available when and where needed.
Differentiators
Centralized Technology: All users are connected to a central server that stores complete network data and user information.
Advantage: Standardization, Control, Administration and Monitoring – Usage Example: YouTube, Banking Systems
Disadvantage: Data Vulnerability (see Hackers), System Failure (Redundancy Required), Centralized (single point of attack)
In certain scenarios, the generic cloud computing model can be considered this type of technology, I’ll explain shortly. Typical Situation; Perhaps you have all of your technology (ex. applications, data, hardware) centrally located, at your home, or office. When you need to maintain, upgrade or retire the technology it is your responsibility to take care of it. You, in theory “own” the technology, infrastructure and any potential headaches / issues that may arrive with that responsibility. Yes, you may have a service agreement, or license that keeps you up to date and running, but the sole responsibility is in your hands.
Then in the mid-2000’s came the advent of the commercially available cloud platform, as I briefly mentioned and referenced above. Now you have the option to put the technology that you in theory “own” and all of the inherent issues (ex. updates, backups, scalability) into the hands of someone else, but obviously for a fee / subscription. This became a great option for those that wanted to ensure they had the latest software, hardware, availability and protection, especially from lost information, provided to them via an SLA (Service Level Agreement). All the usual players have stepped-up to offer these services, primarily since they already had the hardware (in most cases), resources and infrastructure available to be leveraged. The names you should be familiar with, Amazon AWS, Google Cloud and Microsoft Azure own the largest market share of this technology as of early 2021.
This offering has become ideal to those that do not want to invest in quickly outdated hardware and software, plus if you are selling products and services any downtime, or lost data (vendors often have backup/restore options) can be critical to your business. When adopted, you now own the creativity, business model, growth and vision, plus your products and services are available “on-demand” to the public, while the technology infrastructure and administration of it (to some, the unfortunate part of doing business) is being administered and executed by a 3rd party.
However, now I want to remind you of what was mentioned in the opening paragraph, regarding the long-term vision for your products and services. Always keep in mind that you are at the mercy of the Terms and Conditions of the contract you signed with your service provider. It is not uncommon for these T&C’s to be updated, or modified numerous times per year. You may receive an email with a 45 page PDF file attached, that is full of legal jargon, and you just click the <AGREE> button and never think twice about it. While your business model, products and services being offered may have not changed, there might have been a wave of cultural, political and social changes that now put your ideas, products and services out-of-favor and no longer something that your service provider wants to “support” via their infrastructure. Overnight, that centralized offering that you adopted with open hands may now be unavailable to you, your organization and the audience / customers you count on. The vendor ultimately is in the right, because you are no longer adhering to the Terms and Conditions of doing business with them, which you early agreed to in that email that you gave little attention to. Now you may be in trouble and starting to scramble for any option, or alternative that will keep you and your business afloat. Being proactive, versus reactive is the key to surviving the just-in-time climate that we are forced to live with.
In a centralized model, always ask yourself the following in advance:
How much control do I “need / want” over what is being offered from me, or my organization to the public (ex. Are my products, services deemed edgy, controversial, opinionated, trendy, or focused towards a particular audience)
How much control do I “have” over what is being offered by me, or my organization (ex. Are channels, comments, endorsements, feedback and input allowed without moderation)
If my platform, or vendor suddenly became unavailable, how would I respond and reach my audience / customers – Always have a backup and/or disaster recovery plan and options ready in case the inevitable happens
Do I know my audience / customer and their expectations – Is your business meeting the needs of your audience, or is it being constrained by the terms and conditions of the service provider
Do I understand the value of data, privacy, reputation and protecting it – This is not just for you and your organization, but also your audience and customers
In my next Post, I will explore Decentralization and summarize the advantages / disadvantages of each model.
As a first time customer entering a B2B / B2C web site, or even a brick-and-mortar retailer there are typically some general expectations:
Will a customer have a friendly experience (product availability with descriptions and options, simple graphical user interface)
Are there sufficient options / configurations if required for the consumer
Will I be provided product reviews
Is there a straightforward transaction experience (no guessing on what is required to purchase, ship if necessary and return if provided)
lastly will the merchant be proactive on when the costumer can expect receipt of their product.
If you can meet / exceed these expectations while the costumer is interacting with your business, then there is a possibility that they will not need to be continually following-up on their order.
Missing Expectations
Far too often a retailer list their products and services, assumes the costumer will “understand” what is needed to procure the item(s) purchased and will be all too happy to accept the lack of follow-thru of said transaction. However, if this costumer has never done business with you before, you can also assume that there will be some anxiety (especially if the price is high) regarding the purchase and they will need to be comforted until their experience with your business has been successfully transacted. Simple status updates, especially if the item has been ordered can alleviate the anxiety. A simple follow-up after the transaction can create a better personalized experience with the customer and potentially retain loyalty for future purchases.
Sure, if I always purchase the same product from the retailer, perhaps a follow-up after each transaction is not necessary – But maybe an occasional touch-base to see if you are meeting their expectations can go a long way in their customer experience. The customer may even provide some helpful advice that other customers (or even lost customers) felt was not that important to you…since you failed ask.
By all means, don’t get lazy and send a generic satisfaction survey to your customers. This is only beneficial if you plan on responding back to their replies, asking what can be done better and what you should continue to do.
Customer Retention
If the customer believes they had to expend a great deal of effort to purchase, track and convince themselves they made the right purchase, you can ensure yourself that you may never see them as a repeat customer. It is much easier and a lot less expensive to foster an existing relationship with a customer than create a new one with a stranger.
Be proactive in addressing typical expectations, such as those mentioned above, but also be reactive (especially quickly) when a customer has an inquiry. It’s a lot easier for a customer to build anxiety, distrust and dissatisfaction when they believe you are not being responsive to their needs.
Remember a dissatisfied customer is more likely to share their negative experience with others, versus those that are satisfied. Addressing the issue before it becomes a public issue is a lot more beneficial to your existing and potential business.
It’s been a while since I had the opportunity to post an article and I now found myself compelled to get a posting published regarding some recent experiences. While I’ll never call out a business directly for poor customer service (aka, Customer Experience) I do hope that some day that these “businesses” realize the lost opportunities they had and that simple little activities could have made them a more profitable (potentially).
The Interaction
As you were told by your parents and most likely educators from a very young age, a persons first impression of you is the most important interaction you may ever have with the customer. Making me (the customer) feel as if I’m doing you (the merchant) a favor, is an immediate turn-off. The customer may have done some research to find you, in hopes that their needs will be met by the services you offer. They come to you with anxiety and trepidation (based on the unknown), you are unfamiliar to them…will they get their needs met with satisfaction? Will they need to follow-up to get status, or satisfaction after the transaction? Are you meeting their needs at a fair “price” and / or duration? At this point in the interaction, the merchant has a fairly simple role at this point…LISTEN to the customer. Analyze the interaction as it happens, is the customer knowledgable in the service being requested, do they appear to require additional attention than your typical customer, what are they specifically looking for…like price or speed in meeting their needs. Give your customer as much time as they need to mitigate their uncertainty. Remember, they came to you and not the reverse, the funds remain in their wallet until they choose to release them in your direction.
The Communication
At this point the merchant is, or has been listening to the customer, building the relationship, reducing anxiety and perhaps creating a bond that will continue beyond this first interaction. Perhaps they have remembered to introduce each other and received proper names, they begin to use proper names in their dialog. It is more possible that a person will have a sense of familiarity when using proper names than labels. However, the more difficult part of this exercise is to remember names and important takeaways that happened during this dialog…take NOTES. The next time that George walks into your shop and you remember that they are new to the neighborhood and are originally from a town in New York that you grew-up in, will create a bond more valuable than the five percent off you gave as a first time customer. Another benefit is that a relationship that is based on names and recognition also provides a barrier to negative feedback anonymously. It’s much easier for a stranger to provide negative input on social media about an interaction, when they believe they are anonymous. However, if the customer is on a first name basis with the merchant, typically forgiveness and having a conversation in order to rectify the issue will happen more readily.
Transaction and Follow-up
The transaction is simple, did the merchant accomplish the request which was asked for, without surprises and with explanation of what has been done. Did the merchant provide regular status updates if the process was lengthy (this means being proactive and not having to be asked by the customer). Were deadlines met if one was given, if there was a potential delay, was this provided early and with explanation on why and with a new deadline. During the transaction, the customer must never be left wondering what is happening – over communication is better than no communication, nine times out of ten.
One of the most important stages of the process is the follow-up with the customer and unfortunately this is often disregarded. A simple, call or note asking the customer if everything has met their expectations is often good enough. However, not doing this gives a perception to the customer that they are just a number and their business is not valuable, regardless of the financial investment. Avoid the blind survey, make it personable, understand what was done well and more importantly what could have been done better. This data is invaluable and will help the merchant understand what customers are expecting from their business.
The merchant should never get sloppy and bypass stages of a relationship with new or existing customers, just because they think it’s a burden. Even one missed stage in the process, or even a poorly executed one could send that customer to the competitor and they will be none-the-wiser as to why their business is struggling
We are starting to get to a point where localities, states and the federal government are making decisions on how we “act” outside of our house. Do we wear masks, assume a six foot distance from our neighbor, occupy with less than 10 people, submit to a temperature checks as we walk into the grocery store and only visit “essential” businesses. We are now entering the tipping point of where common sense individuals get pushed to a breaking-point. The models have been a disaster and have unfortunately led many to interpret the numbers per their political leaning. It’s very easy for those getting a paycheck because they can work from home and have a consumer willing to accept their services virtually.
But what about the “non-essential” worker…The person that needs to feed their family, pay their rent or mortgage, has expenses that all of us have? The rhetoric of, unemployment insurance, go-fund-me sites and local charities will keep an eye-out for you is outrageous. Ultimately, who has the audacity to proclaim that a person’s occupation is “non-essential“?
Of course, there are many that are willing to place this label on a vast majority of the workforce. As many of us have witnessed, many retailers have been shut down because of this title. If you worked at these retailers, society relegated you as non-essential and at a bare minimum, you need to remember this post crisis. No one should ever be labeled as non-essential!! One kink in the chain can cripple the rest of us and it will ultimately trip-up the whole.
So, the solution is ultimately making a decision, define the baseline and the proposed outcome and evaluate the results. Without a decision, everything becomes a guess and leaves many gaps for interpretation and hyperbole. When someone can defend their decision, there is opportunity for a dialog.
De Lio Tech Trends 