In a previous article I indicated the need for organisations to get ready for the new customer experiences of 5-10 years from now. In this post, I explore three simple steps you can take to do this in your business.
STEP 1: LEARN
If words like IoT, blockchain or AI bemuse you, go educate yourself. Put on that Virtual Reality helmet. Go hunt Pokemons to understand AR. Make your first 3D print. But don’t just stick to technology. Visit a home for the elderly to see for yourself how older generations live. Look at how teenagers really use the internet and social media. Leave your cosy urban environment with latte’s-on-demand and venture into geographies where real people live and wifi isn’t ubiquitous. The only way to truly understand the way our world is changing, is to experience it first hand.
STEP 2: ENVISION
Once you have a picture of what technology can and can’t achieve, step away to envision what you want to do with this knowledge. Let go of today’s orthodoxies to develop CX scenarios that consider the way customer life could be. Like car companies create concept cars, think of concept experiences. They don’t need to be feasible today, but merely thinking them through, can inform your actions for tomorrow. Oh yes, and when doing so remember that just because something can be digitised, it doesn’t mean it should be digitised. After all, it’s still humans that pay the bills.
STEP 3: EXPERIMENT
Don’t stay in the land of dreams and theory, but do stuff. Create a safe zone where you can experiment freely with new business and experience concepts. A customer experience laboratory where you and your people can interact with customers in new ways and learn. And when ever you hit something that works for your business, integrate it and roll it out. After all, if you don’t do it, someone else will.
About this blog
Whenever inspiration strikes, I use this space to share my thoughts on customer experience management, storytelling or what ever else crosses my mind.