Last month I attended a very interesting event at the National Concert Hall. ‘Routes to CX excellence’ was a first class breakfast briefing, organised by a customer experience agency called Dialogue.
CEO Michael Killeen brought together a line-up of speakers from An Post, Peter Mark and Tiger to share the approaches they used to consistently delight their customers.
For me it was a thought provoking event on two levels.
First, it focused on the people issues that are critical to delivering great customer experience. That’s good because sometimes in the Tech sector we think the solution to any problem is another line of code, while often the answer is to deliver an excellent experience during those ‘moments of truth’ when the customer comes face to face with the organisation.
Second, it made me think about how companies are using technology to enhance the customer experience or even create an entirely new experience. Today technology allows companies do things that were impossible before the advent of broadband and cloud computing. So now, it’s possible to be both ‘high touch’ and ‘high tech’.
I’m currently reading ‘Digital to the Core’, a book by two Gartner consultants with the central message that every business can be re-invented as a digital business, or ‘digitally re-mastered’. But sometimes I wonder if it’s really true. While it’s fun to read about French company Babolat and their Bluetooth enabled tennis racquet, is it also true for companies here in Ireland ?
How important for example is technology for the three companies who presented at the Dialogue event?
Here’s what I learned about one of the three companies presenting – An Post – how it’s focused on people to deliver a great customer experience and how I also see the company using technology to create an entirely new customer experience.