In December of last year I was contacted by the folks at PARTTEAM & OEMKIOSKS, a Portuguese technology company who manufacture multimedia kiosks, self-service equipment, digital billboards, interactive tables and other digital solutions for all types of sectors and industries, and asked to participate in their Connecting Stories interview initiative.
I thought I’d share that interview with you:
Economist, teacher, business developer, coach, (failed) entrepreneur, intrapreneur, consultant, (nearly) steel magnate and corporate venturer.
These are some of the titles that I have had over the years. As such, I don’t really think I have had a career but rather I’ve had a journey or series of adventures.
I don’t consider myself a natural writer so coming up with new ideas and connections is often hard.
While I may not enjoy parts of the process, I persist with it though as I like the thinking and communicating process behind writing and I enjoy the outcome, i.e capturing and communicating a thought or idea.
For me, you have to start with strategy as too many CX initiatives are not connected to an organization’s strategy and, thus, struggle to prove their worth. Therefore, firms need to ask themselves:
“What is your experience strategy and why? And how does it enable and support your business strategy?”
Only when you have answered these questions will you be able to develop a better idea of the appropriate balance of tech and the human touch across different groups of customers and different parts of their journeys.
You have to start with strategy as too many CX initiatives are not connected to an organization’s strategy.
The more time you spend understanding your customers and/or the users of your technology, the greater your insight will be into how your technology can help improve their experience.
Stay focused on what your customers really need (not what you think they need), what their objectives are and how you can help. If you keep doing that you won’t go far wrong.
I agree. Technology is playing an increasingly important role in all of our lives, but human contact and connection is what we want and what really matters to use as people.
Technology firms that get this and can use technology to both facilitate and support that human connection will be those that thrive.
Technology is playing an increasingly important role in all of our lives.
I think the development of smart cities is interesting and exciting and worth keeping an eye on.
Thanks to PARTTEAM & OEMKIOSKS for the image.