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The Modern Customer Podcast

The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
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Jan 25, 2017

Much of the technology that’s being developed now will help us coordinate things, from employees to customers, in a much smoother way. Devin Fidler, research director at Institute For The Future, compares it to being an orchestra conductor—as we better use technology, we can more easily bring in other parts of the customer experience to create a smoother melody within our organizations.

            One of the greatest benefits of new technology is that it provides us the ability to find the resources we need much more quickly. Just like Uber can connect us with a ride or Airbnb connects millions of customers with millions of open rooms, we can also find ways to use this new technology to change our business strategy. Rethinkery Labs, for example, runs software like Upwork and Freelancer that sifts through thousands of freelancer profiles to find the exact right match for a given project, then reaches out to that person to ask if they want to be involved. Instead of people looking for work, the work is now looking for people.

            To be the most effective, Devin recommends re-thinking what you want your customer experience to look like. Because things are changing so rapidly, the experience will likely look very different to even how it did just five years ago. These new tools allow us to fundamentally change nearly everything about our customer experience and are a great opportunity to creatively look at how customers will view and interact with your company from every level. Disney Parks has done this by completely re-vamping the customer experience. Soon before a visit, guests receive interactive wristbands in the mail that can then be used at the park to get in lines, make purchases, and perform other common actions.Customers have a better, more streamlined experience in the parks because Disney was able to re-think its experience approach and take advantage of new wearable technology.

            Machine learning, or artificial intelligence, is sure to play a huge role in a forward-thinking customer experience, especially as it comes to serving customers in real time. Software like Amazon Echo allows customers to communicate with a device that coordinates all of their data on the back end to better respond to their needs; similar technology is being developed for a wide variety of other companies to help customers get things where and when they need them.

            As technology grows, so should the sharing economy, including services like Uber and Airbnb, as well as the freelancer economy. These unique and new ways of working present new issues that can be resolved with advanced technology and new applications. These new models also take advantage of digital management to find workers that are a perfect match for a specific situation and can move people easily to where they have the most value.

            Automation and new technology play a huge role in how companies run their businesses and interact with customers. As new technology arises, brands should look for ways to add them to their customer experience to create a fuller experience for employees and customers

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