First and foremost I have to admit I love technology….I work for a technology company, spend more money than I should on gadgets and tech toys and see technology as a means to accelarate the future

However, when it comes to customer experience, I feel technology should always take a back seat and be an enabler and not a replacement to good quality interactions and solid CX strategy.

This article from smith+co looks at what the next big things in CX technology are/were/will be and argues that technology will not create value if not balanced against what it adds to the customer experience

My view is that whatever the next big thing in CX that an organisation wants to consider it will not matter unless the following is considered:

1: How will new CX technology enhance the customer experience? Not just in terms of quicker/cheaper but also in terms of value/service?

2: How will I apply new CX technology to different customers? New Gen X customers may warm well to new social/digital/online channels/Existing Gen Y customers may still prefer the personal and direct touch

3: How quickly can I change course? CX technology needs to be adaptable and agile as organisations learn how best to serve customers…..think weeks not months to introduce change