Categoria: Digital, Design, UX

CX Omnichannel ancora “lenta” per Finanza, Salute, Pharma e Servizi Governativi

su da Gian Carlo Mocciin Customer Journey, Digital, Design, UX

AICEX SUMMARY: L’analisi è relativa agli USA ma anche in Europa la situazione è simile.

The omnichannel customer experience is nothing new, especially in the consumer and retail industries. Many companies and brands are using data and automation technologies to engage seamlessly with their customers at any time and place and across any device.

At the same time, omnichannel doesn’t mean digitizing every aspect of the customer journey without regard to which channel is best-suited for customer needs at each stage. The recent news of Google Compare shutting down is a great example of this.

The search engine giant’s entry into — and quick exit from — financial services proves one thing: Even with all the data and insights in the world, customer value is not based solely on price or convenience. Rather, “comprehensive answers” related to insurance, mortgage and other financial products are largely best served by professionals who can provide high-touch interactions with customers across channels, online and off.

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Forbes: Empatia, Design Thinking e l’ossessione per la Customer Centricity

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX
SAPVoice Empathy An Obsession With Customer-Centric Innovation by Kaan Turnali
To deliver innovative, customer-centric solutions through design thinking, we must begin with empathy.

In its simplest and purest form, empathy enables us to not only experience and understand another person’s circumstances, but it also puts us in our customers’ shoes to experience what they are feeling. This is where we find the innate struggle born out of user frustrations and bound to the intrinsic value chain of the user experience.

Without a doubt, empathy is the most important design thinking principle I will cover in this series. Its universal application offers infinite promise.

Customer-centric design is about looking out from the inside—rather than outside in

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Quale Customer Experience se siamo tutti dei pesci rossi?

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX, Social, Media, Mobile
Girls-on-mobile-phones-004
AICEX: una bella sfida per le aziende, farsi ricordare quando la soglia di attenzione dei clienti è quella di un pesce rosso!
A study from Microsoft involving more than 2,000 people has found that the average attention span has dipped to a low 8 seconds – down from 12 seconds in 2000. A goldfish has an attention span of 9 seconds.

There are many effects from smartphones and the like on the human body which are never written about. Information technology (IT) is much more powerful in unrecognized ways than is generally acknowledged.

Because these various IT devices are often very close to a person’s body, they can and do have profound effects on the human bioelectric field. The key factor in this ever-intensifying dynamic between human and technology is the length of time of daily interaction.

McKinsey: come la tecnologia blockchain potrebbe cambiare il Mondo

su da Gian Carlo Mocciin Digital, Design, UX, IoT, Data, Analytics, Other

AICEX: Il piacere di saperlo 🙂

Ignore Bitcoin’s challenges. In this interview, Don Tapscott explains why blockchains, the technology underpinning the cryptocurrency, have the potential to revolutionize the world economy.

What impact could the technology behind Bitcoin have? According to Tapscott Group CEO Don Tapscott, blockchains, the technology underpinning the cryptocurrency, could revolutionize the world economy. In this interview with McKinsey’s Rik Kirkland, Tapscott explains how blockchains—an open-source distributed database using state-of-the-art cryptography—may facilitate collaboration and tracking of all kinds of transactions and interactions. Tapscott, coauthor of the new book Blockchain Revolution: How the Technology Behind Bitcoin is Changing Money, Business, and the World, also believes the technology could offer genuine privacy protection and “a platform for truth and trust.” An edited and extended transcript of Tapscott’s comments follows.

Video Interview

Interview transcript

In the early 1990s, we said the old media is centralized. It’s one way, it’s one to many; it’s controlled by powerful forces, and everyone is a passive recipient. The new web, the new media, we said, is one to one, it’s many to many; it’s highly distributed, and it’s not centralized. Everyone’s a participant, not an inert recipient. This has an awesome neutrality. It will be what we want it to be, and we can craft a much more egalitarian, prosperous society where everyone gets to share in the wealth that they create. Lots of great things have happened, but overall the benefits of the digital age have been asymmetrical. For example, we have this great asset of data that’s been created by us, and yet we don’t get to keep it. It’s owned by a tiny handful of powerful companies or governments. They monetize that data or, in the case of governments, use it to spy on us, and our privacy is undermined.

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