I don't want to give the impression that I am only interested in voice channels for customer service. I think I will have to change the name to get on the smartphone app bandwagon.
Here's an interesting question. What is the most significant technology trend that is going to have the biggest impact on customer experience and service strategies?
To put a point of view out there I would have say mobile devices. Although technically the smartphone has been around since the last 1990's, it is only now, through the launch of Apple and Android operating systems that usage has reached epidemic proportions both by consumers and more recently the Enterprise. By 2013 Gartner forecasts there will be 16 billion smartphone and tablet devices in circulation. This doesn't even cover the predicted growth in tablet usage either.
From a customer experience perspective smartphones and tablets offer a new and very engaging channel through which to interact with customers and employees alike. Certainly the financial services industry is leading the way with the likes of CBA recently launching Kaching and Wespac offering multiple smartphone apps such as ImpulseSaver for iPhone, RealEstate for iPhone and Mobile Online Banking.
The continued advancements in smartphones and tablets, with bigger screens and fast processor speeds, there is an opportunity for the customer service industry to better meet the demands of consumers. By deploying more mobile and visually engaging technology organisations will be better able to deliver services that consumers are already using in their personal lives and therefore improve customer service delivery.
If you would like to find out more please join me on Friday when I will be talking to Tim Passios, Senior Director, Solutions Marketing from Interactive Intelligence where will be discussing the impact of mobile devices and BYOD on customer service and technology strategies.