Customer Experience Strategy is now about:
•Secure – so the customers feel they can trust
•Seamless – Omnichannel Any device Any Process
•Sustainable – Your approach to carbon and plastic is now part of your brand value
•Faultless – Mission Critical SLA
•Effortless - Effective
•Personal – Emotionally (not personalised)
what are you?
What does a successful retailer look like in 2021
Behaviour as a weapon….
That’s one of the key revelations of the Cambridge Analytica scandal. The UK and USA Military considered these behavioural algorithms as Weapons Grade Technology. So are facebook Google and the rest.
A lot of the technology is being used in different applications across the retail experience but ultimately you are be pointing a behavioural gun at your customers and how you choose to use it will be one of the elements that define your customer relationships.
IT will have to do more to understand this aspect of the technology and services...
Will IT deliver new services in 2021?