Imagine a life where you have your own Personal assistant that took care of all your asks. I have always loved the imagination of the movies. Our world starts to dream and start to adopt lifestyles and technologies of the movies. Take Iron Man as a simple example, where Jarvis is Tony Stark’s assistant for everything, from food delivery, to technology purchases or to send flowers to Pepper Potts
Today, the end state of delivering the highest levels of customer satisfaction, is the ability to deliver a singular consistent customer experience regardless of the which modality of engagement is used; branch, Voice, Video, chat, email or social media. Most of these modalities are disparate in their ownership and have different strategies, technologies and experiences. Related Data is silo’ do not collated, to drive a consistent profile of customers.
Technology (r)evolution has reached an inflection point. The number of connected devices will surpass people for the first time in 2017; by 2020 this will have tripled. Every single device coming on line, starts to generate pieces of data, some of it basic like temperature or humidity, others a bit more complex like, stress levels of the human body. The goal is to shape and bring Intelligence out of the repositories that collect in multiple data lakes.
So what has all of this got to do with customer service? imagine across all data collection points, information about us gets built into a single profile of information that defines your habits, hobbies, likes, dislikes, routes etc.. As intimidating as that sounds from a privacy and security perspective, today between the likes of Google, Apple, Facebook, LinkedIn and now Microsoft, many of the attributes mentioned are out there and can be defined by these enterprises.