Q6. How can companies prepare to meet customer expectations in the cognitive era? What actions have you taken? http://www.via-cc.at...
companies need to adjust their business models to be API driven and to be a part of wider modular & x industry value chains - #GAFA are leading the way on this
the key is to focus on the user. Start by drafting an ideal view of customer interactions for your business. An Interaction Journey of the Future.
Companies are going to be in constant BETA, they will need to keep shaping their messages and offers - this is quite exciting but also challenging for current structures and governance systems
Once you have that take a view on where deep insights and computer driven personal interactions would add the most value in terms of consistency and best experience
With the pervasiveness of #voice, companies need to begin to shift from transactions to conversations and ultimately to relationships, and in this ongoing dialogue they will contextually transact seamlessly as you would talk to a friend
Set up robust data gathering processes which help in personalization for the customer and ultimately lead to better customer experiences.
Yes, agreed a lot to be done on the backend to enable an ideal front end
Change the ways of working to become customer centric and agile with methodologies like IBM design thinking.
yes - breaking down and understanding the as is scenario is the starting point #designthinking
@hugomcpinto In case folks were interested -http://www.ibm.com/d...
Break silos between teams and invite more cross functional ideas and inputs. Specially those closest to the customers
cognitive ultimately accelerates, scales & augments every businesses, enables it to focus on a lifetime relationship with both customers & employees, and drives data driven decision making - people and systems will have to evolve
and they will eventually reveal new sources of value to kick start the next wave on disruption. It will accelerate the frequency and intensity and disruption as well. I'm excited about what the power of the crowd will uncover in cognitive!