Maybe you can relate to this. My dog senses when I’m dealing with a poorly designed Chatbot or automated phone system. Even before the four-letter words come out, she senses my frustration and strolls out to the next room.
For all the good will engendered by a great digital experience, a bad customer or employee experience can stamp a black mark on any organization’s brand.
In business’s drive to digital transformation and efficiency, humanizing the digital experience is vital. We want technology that understands us as people, what we say, what we need, and when we need it. The experience isn’t a thing itself, but it comprises any number of technologies: chatbots, robotic process automation, voice applications, Artificial Intelligence, machine learning, and easy internet access.
In this Quick Study, you can see how InformationWeek writers have been tracking the overall digital experience and some of the core components that shape that experience.
How We’re Doing on Humanizing the Digital Experience
A lot of time, effort, and money has been spent on humanizing the digital experience. So how are we doing so far? Well, it’s kind of a mixed bag. Here’s a look at some of the shiniest and dullest examples along the way.
As the pandemic drove more transactions and work online, the enterprise CIO's role expanded to be more focused on business, customers, and employee culture. At least three-quarters of CIOs say their role has expanded with new responsibilities but also greater influence on leadership decisions within their organizations.
CIOs and CFOs must forge strong partnerships to execute powerful digital transformation strategies and achieve larger organizational goals.
7 Tech Trends that will Change the Fintech Industry in 2022
The world of finance drastically changed when the pandemic finally unlocked the true value of fintech. This year, financial companies are dealing with growing adoption of digital banking, voice technologies, RPA and blockchain.
Why Customer Experience is the Driver for Modern Commerce Architecture
Since the pandemic, enterprises have upped their digital transformation strategies. To remain competitive today, businesses must adopt a customer-focused architecture that offers flexibility and agility.
What Some Customers and Employees Hate About Chatbots
Want to talk to a human? You're not alone. The fundamental problem with chatbots is language. Users are frustrated when chatbots don't understand them.
Human-Robot Teams: The Next IT Management Challenge
productivity can skyrocket when people and robots work together, yet so can human frustration and fury. Managers face the task of building an environment where trust, harmony and efficiency enable that productivity.
The digitalization process has focused on digitalizing information. Business processes have changed, too -- but often with organizations not getting the impact that they thought they would.
