Diane Magers, CEO, Customer Experience Professionals Association

With all the technology advances, we find that organizations that focus on human experiences to understand what customers need and want as well as their feelings about our brand’s services and products. Information technology and digital data provide us with insights into the experiences of memory and human connection that were not prevalent earlier. Today, technology helps us to track and understand all of the touch points and integrates huge amounts of information. The ability to interpret more information about the human body through facial recognition, body language recognition and emotional measures for confirmation with the use of technology helps in developing solutions and services for the customers.

Technological Trends Related to Customer Experience

We shouldn't think of technology as being the answer to experience. Technology is an enabler of creating great experiences. It helps us build and deliver better value for the customer, the employee and the brand by creating simpler, easier, faster and more personalized experiences. It can also inform us about what we should continue to change or innovate, but more importantly, the why.”

So, technology is crucial for business growth as it provides value to both the customer and the organization. It enables interactions, provides intelligence and provides insights and analysis. The opportunity for organizations that work in ‘cylinders of excellence’ or silos is that technology and customer intelligence will provide more holistic view of the complex interplay between customers and brands. Whether your customers visit a retail store, shop online, talk with sales person–all of these interactions are enabled with technology and provide vast amounts of rich information.