How Does Technology Impact the Customer Experience?

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To innovate and get ahead of competitors and market trends, it’s critical for customer experience leaders to continually evaluate their vision of customer experience and perceive potential technologies that could accelerate the ability to deliver exceptional service experiences.

At a recent Opticon conference, Mary Hamilton, Managing Director of Accenture Technology Labs, described the near future where our offerings could be enhanced by sensors, supported by data, and automated to deliver an ever more personalized, innovative customer experience.

Technology not only enables personalization, but also enhances accessibility and consistency of customer experiences. Technology has become an indispensable part of modern living. From mobile devices to smart phones to personal computers, all the way up to ads on LED screens and social media. The team at Merlin recently shared their insight on the role of technology in the customer service experience. They add some unique ways that technology is changing the way we connect with and serve customers today.

Technology is no longer just a nice-to-have tool, but an integral part of creating an innovative customer experience and enables more efficient and effective service delivery.

The potential that technology enables for customer experiences is exciting. We can expect better optimization of solutions to develop stronger relationships between service providers and customers. As organizations and CX professionals focus on building a strong foundation of customer data, along with their willingness to explore the possibilities of new technologies and customer trends, we can expect a bright future for what customers will experience and the equally bright returns that organizations can expect as they remain committed to their strategy of customer focus.

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