How Technology has Improved the Customer Experience
There’s no denying that technology has changed the way we live, work and play. And as technology continues to evolve, so too does the customer experience – particular the digital transformation of the hospitality industry. Here’s a look at how technology has changed the customer experience for businesses over the years.
The Internet of Things
The Internet of Things (IoT) refers to the interconnectedness of physical devices and objects that are equipped with sensors and software that allow them to collect and exchange data. The IoT is changing the customer experience by making it easier than ever for businesses to collect data about their customers and use that data to improve the customer experience.
For example, a retail store can use IoT sensors to track customer movements and behaviours in order to better understand how customers interact with their products and make changes accordingly. Or a hotel can use IoT-enabled key cards to keep track of when guests come and go in order to provide a more personalised experience. The possibilities are endless!
Social media is another way that technology has changed the customer experience. Social media platforms like Facebook, Twitter and Instagram have made it easier than ever for businesses to connect with their customers and provide them with up-to-the-minute information about product availability, new arrivals, sales, promotions, events, etc.
What’s more, social media gives businesses a direct line of communication to their customers so they can quickly resolve any issues or address any concerns. And last but not least, social media allows businesses to humanise their brand which makes customers more likely to do business with them.
Artificial intelligence (AI) is another area of technology that is starting to have a major impact on the customer experience. AI-powered chatbots are being used by businesses of all sizes to provide 24/7 customer support, answer questions, resolve issues and even make recommendations. Chatbots are so effective at providing an enhanced customer experience that they are steadily on the rise as businesses around the world continue to embrace this technology.
Technology has come a long way over the years and as a result, the customer experience has also changed dramatically
Thanks to advances in areas like the Internet of Things, social media and artificial intelligence, businesses are now able to collect more data about their customers than ever before and use that data to improve the customer experience. As technology continues to evolve, so too will the customer experience – and businesses need to evolve along with it if they want to stay ahead of the competition.
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