See it through, then talk about it!
It’s easy to have an idea, developing that idea and getting customers to buy into it, well that is a different story. I recently caught an article around the lag in technology adoption and the impact this is having on customer experience and these points continually run true:
- Businesses see customer experience (CX) optimisation and the investment in CX as an exciting opportunity to realise further potential in their solutions
- Only a small percentage of these businesses regard themselves as leaders in CX
The barrier that is put forward to why more businesses are not adopting tech is the lack of holistic solutions to deliver their objectives. This is all well and good but, tech should be seen as an enabler – it does not need to reinvent the wheel, if it enhances what we already do today, why aren’t we investing the time and effort to deliver this.
The fact is that with legacy systems and relationships in place, businesses can be hesitant to change the status quo, however if we always wait for someone else to lead the way, we will always be playing catch-up and our customer experience ambitions will never get met. The flip side to this argument is that we shouldn’t be blinkered by shiny new solutions and there has to be a valid use case on delivery otherwise disappointment will come quickly and the chance to move new tech initiatives forward will become even harder in the future.
This resonates in our industry as well – we advise our clients to take a step by step approach to investment in mapping tech and this could mean that they start with a web map and then move to indoor positioning and then drive customised features that matches the needs of CX objectives they are looking to deliver. There is a lot of talk, but ultimately there needs to be buy-in with all tech so that end results will get delivered, we can’t ask tech to run itself (well not yet anyway!).