The Amazon Test: Companies Pay Up To Pass

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danielcawrey,
User Rank: Ninja
10/13/2014 | 7:59:43 PM

Customer experience is so important, especially when many people interface with companies online now.

For example, today i changed by billing information with my gym – and I didn't even have to talk to anyone. I just went on the gym's website, and the experience was flawless.

Other businesses need to develop this same sort of seamless UI. It's easier and more private for me to change my billing info myself, and I am glad my gym allows me to do just that.

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Charlie Babcock,
User Rank: Author
10/13/2014 | 10:14:58 PM

IT spend on 'customer experience' testifies to room for improvement

IT spending will go up on improving the customer experience because it's such a competitive factor nowadays. And there's so much room for improvement.

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zerox203,
User Rank: Ninja
10/14/2014 | 3:52:26 AM

Re: Companies Pay Up To Pass

Thanks for this, Chris. What one might call 'consumerization' has certainly had some interesting effects on this whole equation (more on that in a minute). On the one end, we have a generally more technology-conscience public. We've gone from being in awe of what a smartphone can do to getting frustrated when it doesn't work 100% of the time pretty quickly - and now these same consumers expect everything to work that well and that consistently.

As for consumerization, this bleeds into the workplace as well - even if you're a B2B company, you now have to deal with a situation where even non-technology focused customers (or, say, end users if we're talking about internal projects) know exactly what they want from technology and exactly when you're not delivering. It's precisely because the alternative (your competitor, or internally, a free service like dropbox) is just one click away that a single mis-step in this area can cost you a whole lot of business, and fast.

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ChrisMurphy,
User Rank: Author
10/14/2014 | 8:54:22 AM

Re: Companies Pay Up To Pass

Andrew Horne of CEB had an excellent point about business units spending more on technology, and 'shadow IT': that IT should embrace it, for the most part, because it's more resources to solve technology problems. CIOs for years have argued there is more opportunity to use technology to solve problems. CIOs now need to figure out how to have an influence over that spending directed by business units -- as broker, consultant, project manager, etc.

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jastroff,
User Rank: Ninja
10/14/2014 | 9:46:30 AM

Re: Companies Pay Up To Pass

This frontier has been here for a long time -- it deserves all the attention it gets, if people think about it in the right ways -- from a customer point of view. IT usually isn't veyr good at that, but they are learning.

The next frontier is the smartphone, which can be pretty awful when it comes to running some apps and removing them, or just understanding what they are doing.

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zaious,
User Rank: Ninja
10/14/2014 | 11:56:08 PM

Re: Companies Pay Up To Pass

@jastro: the smartphone is a a tough frontier. Many companies, unfortunately, have not judged it properly. its role is important yet tricky to handle from enterprise side..

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SaneIT,
User Rank: Ninja
10/16/2014 | 8:20:03 AM

Re: Companies Pay Up To Pass

Yes this frontier has been around for a very long time but it wasn't until somewhat recently that the gap between consumer devices and enterprise solutions really started to widen. When smartphones first cropped up they were a business tool and only people who really needed to be reading email away from their desk carried them. Then the features started to bleed over into everyday life and the consumer side started picking up. The less technically savvy crowd came to depend on technology and solutions were built to simply the experience. The enterprise side kept plugging away throwing everything but the kitchen sink solutions out and insisting that people just needed more training. That gap is narrowing now that more time is being spend on the user side and the more technical folks are seeing that simple doesn't mean less effective. Sometimes just getting people to use your solution is the biggest step.

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SachinEE,
User Rank: Ninja
10/16/2014 | 10:12:29 PM

Re: Companies Pay Up To Pass

"Yes this frontier has been around for a very long time but it wasn't until somewhat recently that the gap between consumer devices and enterprise solutions really started to widen. When smartphones first cropped up they were a business tool and only people who really needed to be reading email away from their desk carried them."

@SaneIT:
Same is with the newer smart technologies that are coming into play in the IT industry, for example 3D printers and sensor networks. People are right now getting ready for another revolution in the IT industry and therefore they must be taken care of. People must be educated in the new kinds of technology that will make their life better.
However this education to the masses would have to be done with a friendly approach and not force because then that would be counter-productive.

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SachinEE,
User Rank: Ninja
10/16/2014 | 10:15:25 PM

Re: Companies Pay Up To Pass

@zaious: I don't understand why? Smartphones were very special around 2007 when anybody owning such a piece was considered a travelling businessman or something but right now the scenario has changed. Most people including me has switched to a smartphone. Yes, what is troubling is the amount of apps available that becomes difficult to handle at times. Most people do not understand about app management and therefore this makes it difficult for the companies to have huge growth in sales of the smartphone.

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SaneIT,
User Rank: Ninja
10/17/2014 | 7:37:40 AM

Re: Companies Pay Up To Pass

@SachinEE, you mentioned 3D printing. I don't think we're to the point yet where everyone is going to have a 3D printer in their home but we are getting near the point that hobby groups will spring up around the technology. Right now it is still less expensive to go buy ready made plastic pieces than it is to design and print them. I do believe that it will change some manufacturing processes but we've got some time before it becomes a household product. There are examples of enterprise applications that are pushing into the consumer market. Cloud based storage is one that is coming up quickly. I can't even take a picture with my phone anymore without Google automatically storing a copy on one of their servers. This type of seamless implementation will be the way many applications work their way into our lives.

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